Help Desk Support Technician - Full-Time, Remote

Help Desk Support Technician - Full-Time, Remote

Job Overview

Join our IT support team as a Help Desk Support Technician and become the first line of assistance for our users! This full-time, remote role offers an exciting opportunity to deliver exceptional technical support across diverse operating systems and hardware environments. You will troubleshoot, resolve, and escalate issues related to computer hardware, software, networks, and IT infrastructure, ensuring our users stay productive and connected. Your proactive approach and excellent communication skills will help foster a seamless technology experience for all.

Responsibilities

• Provide timely and effective technical support via help desk systems, email, chat, and phone to resolve user issues related to hardware, software, and network connectivity.
• Troubleshoot computer hardware components including desktops, laptops, mobile devices, printers, and peripherals.
• Assist users with operating systems such as Windows (including Windows Server), macOS, and Linux.
• Manage user accounts and permissions through Active Directory management tools like GPO (Group Policy Objects) and Active Directory.
• Support network troubleshooting efforts involving TCP/IP protocols, DNS configuration, LAN/WAN connectivity, VPN access, firewalls, and network administration tools like Meraki.
• Utilize IT support tools such as ServiceNow, Jira, BMC Remedy, and Help Desk ticket management systems to document issues and track resolutions.
• Perform equipment troubleshooting and maintenance to ensure optimal performance of computer hardware and peripherals.
• Assist with software troubleshooting including applications within Microsoft Office suite and other enterprise software.
• Collaborate with team members to analyze recurring issues and recommend improvements for IT processes.
• Communicate clearly with end-users to explain technical solutions in an understandable manner while maintaining a positive customer service experience.

Qualifications

• Proven experience providing technical support in a help desk or desktop support environment.
• Strong knowledge of Microsoft Office applications, Windows operating systems (including Windows Server), macOS, Linux OS, and mobile devices.
• Hands-on experience with computer networking concepts such as TCP/IP, DNS, LAN/WAN configuration, VPNs, firewalls (including Meraki), and network troubleshooting techniques.
• Familiarity with help desk systems like ServiceNow or Jira for ticket management; experience with BMC Remedy is a plus.
• Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively.
• Knowledge of Active Directory management tools including GPOs; experience managing user accounts is preferred.
• Excellent communication skills with the ability to explain technical information clearly to non-technical users.
• Strong analysis skills for diagnosing complex technical problems quickly and accurately.
• Certifications such as CompTIA A+, Network+, Microsoft Certified Desktop Support Technician (MCDST), or similar are advantageous but not required.

Join us in delivering outstanding IT support that keeps our organization running smoothly! This role offers the chance to develop your technical expertise while working remotely in a collaborative environment dedicated to excellence in customer service.

Position Information:

• Remote; US Based Only.
• Hours: 40 per week, Monday through Friday from either 7-4 or 10-7 Central Standard Time.
• Hourly Rate: $20-25/hr
• Contract: 1099/Corp-2-Corp
• Duration: 12 months (with potential for extension)

Qualifications

• Must be 18 years of age or older.
• High school diploma/GED required.
• Proficiency in English required.
• Tech savvy with working knowledge of computer systems, mobile devices, and other tech products, including remote control.
• Minimum of three years of related IT Support experience
• Ability to diagnose and resolve basic technical issues.
• Ability to remain professional and courteous with customers at all times.
• Excellent verbal and written communication skills.
• Stable Internet connection and quite secluded working space.
• Ability to be on time and reliable.

Benefit Conditions:

• Not eligible for contractors

Contract Renewal:

• Likely/Preferred

Pay: $20.00 - $25.00 per hour

Expected hours: 40.0 per week

Experience:

• Hardware Troubleshooting: 2 years (Required)
• IT support: 2 years (Required)
• ticketing system: 2 years (Preferred)

Work Location: Remote