Help Desk Technician (Remote)

Position summary

The IT Helpdesk Technician provides technical support to employees across devices, business applications, accounts, and access management. Working within a small IT team, you will troubleshoot problems, support onboarding and offboarding, maintain equipment records, and own support requests through resolution or escalation.

This role focuses on end-user support and helpdesk operations, with opportunities to learn additional technologies and gradually take responsibility for more areas.

Your day-to-day

• Support employees through tickets, chat, and other support channels.
• Troubleshoot hardware, software, account, access, and SaaS application issues.
• Support macOS and Windows devices, including provisioning, configuration, troubleshooting, recovery, and equipment refreshes.
• Complete device and account tasks for employee onboarding and offboarding.
• Assist with workplace productivity, communication, video conferencing, and other business applications.
• Maintain accurate IT asset and device records.
• Manage support requests from initial investigation through resolution or escalation.
• Document solutions and contribute to the internal knowledge base.
• Identify recurring problems and recommend improvements to support processes.
• Collaborate with systems administrators on issues involving infrastructure, networking, identity, or other systems.
• Follow IT and security procedures when handling employee accounts, devices, and company information.

What you'll need

• Previous experience in helpdesk, desktop support, IT support, or a similar technical support role.
• Hands-on troubleshooting experience with macOS and Windows.
• Experience supporting common workplace SaaS applications.
• Strong troubleshooting skills and willingness to investigate problems thoroughly.
• Clear written and verbal communication, including the ability to help non-technical employees.
• Strong organization, follow-through, and technical documentation skills.
• Ability to work independently and recognize when additional help or escalation is appropriate.
• A patient, approachable, service-oriented attitude.

Helpful additional experience

• Apple device administration or support.
• Mobile device management platforms and business device enrollment tools.
• IT asset management and hardware lifecycle processes.
• Administration of cloud productivity suites.
• Identity and access management concepts, including multifactor authentication, account provisioning, single sign-on, and password managers.
• Supporting remote employees.
• Working in healthcare, regulated industries, or other environments with strong security and privacy requirements.
• Working on a small IT team with broad responsibilities.

Training and early expectations

• During the first 30 days, learn the environment and support processes while handling common requests with team guidance.
• Within 60 days, independently handle a meaningful share of support requests, assist with device provisioning, and contribute documentation.
• By 90 days, take ownership of routine issues from start to finish and provide reliable coverage across core helpdesk operations.
• Learn ticketing, device management, endpoint security, remote support, and documentation systems. Prior experience with every tool is not required.

Benefits and perks

• Potential equity compensation for outstanding performance.
• Flexible paid time off.
• Company-sponsored lunches.
• Company-paid disability and life insurance.
• Company-paid family and medical leave.
• Medical, dental, and vision insurance.
• Discounted pet insurance.
• Flexible spending and dependent care accounts, plus commuter benefits.
• 401(k) plan.
• Complimentary digital fitness classes and wellness content.
• Recovery facilities at headquarters, including a cold plunge, sauna, and shower.