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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - **Company:** S&s Worldwide Inc. - **Location:** Colchester, CT, United States (Remote available) - **Experience:** Starter - **Salary:** $47,840.0 - $52,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Apple Mac Systems, Microsoft Online Services, VoIP, Microsoft Outlook, Desktop Computing, Linux, Multi-Factor Authentication, Ethernet, Identity and Access Management, Networking Hardware, Mobile Application Software, Network Troubleshooting, Windows Search, Network Protocols, Productivity Software, Phishing, Microsoft SharePoint, Single Sign-On, Software Deployment, CompTIA Strata - PC Hardware Technology Engineer, Okta, ServiceNow IT Service Management, Tablet Computers, Guidewire PolicyCenter, Information Technology, Laptops - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fd05c3227418b2c5 ## About the Role * Associate's degree in computer science or a related field, trade or technical school certification, and/or 1-2 years of equivalent experience. * CompTIA A+ or a comparable entry-level IT certification preferred. * Working knowledge of current Microsoft Windows desktop operating systems (Windows 11) and Microsoft 365 cloud productivity applications. * Familiarity with macOS and Linux desktop environments are a plus. * Working technical knowledge of PC and laptop hardware, wireless connectivity, and common network protocols and standards. * Experience using an IT ticketing / help desk system and remote-support tools. * Familiarity supporting endpoint security (EDR), single sign-on / MFA, and email-security platforms - such as Carbon Black, Okta, and Mimecast - a plus. * Hands-on hardware troubleshooting experience preferred. * Good interpersonal, written, and verbal communication skills, including the ability to present technical ideas in user-friendly language. * Ability to research technical and networking issues and products as required. * Strong analytical and problem-solving abilities with attention to detail. * Self-motivated, with the ability to effectively prioritize and execute tasks in a fast-paced environment. * Able to read and understand technical manuals, procedural documentation, and OEM guides. * Ability to operate tools, components, and peripheral accessories. * Ability to work seated or standing for long periods of time. * Ability to lift up to 50 lbs. on occasion. ## Description * Serve as the single point of contact for end-user support - receiving, prioritizing, documenting, and resolving help requests through the IT ticketing system, and performing post-resolution follow-up to confirm satisfaction. * Provide Tier 1 and Tier 2 technical support and end-user training in person, remotely, and by phone, using diagnostic and remote-support tools. * Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, and related hardware and software, including operating system and application deployment. * Support Microsoft 365 services at the user level - including Outlook / Exchange Online, Teams, OneDrive, and SharePoint - and assist with user account provisioning, changes, and deprovisioning. * Support identity and access management on the company's single sign-on (SSO) and multi-factor authentication (MFA) platform (Okta), including password resets and MFA enrollment and troubleshooting. * Configure, test, and support smartphones and tablets, including company email access, connectivity, and corporate mobile applications. * Install and update software and endpoint security agents (Carbon Black EDR), and assist users with security awareness, phishing reporting, and the email-security platform (Mimecast). * Maintain an accurate inventory of computers, monitors, peripherals, and IT assets, and document equipment failure, repair, installation, and removal in the asset-management system. * Troubleshoot laser and label printers and other peripherals; identify issues and repair or replace parts as needed. * Verify that physical desktop connections (e.g., RJ-45 Ethernet jacks, VoIP handsets, and cabling between endpoints and network equipment) are in proper working order. * Perform preventive maintenance, including inspection and cleaning of workstations, printers, and peripherals. * Collaborate with network and systems administrators to ensure efficient, secure operation of the desktop computing environment. * Assist in developing long-term strategies and capacity planning for future endpoint hardware, software, and lifecycle needs. * Maintain support documentation and knowledge-base articles for common issues and standard procedures. * Other duties as assigned., * Response and resolution time against help desk service-level targets. * First-contact resolution rate. * Problem resolution quality and end-user (customer) satisfaction. * Accuracy and completeness of ticket and asset documentation. * Adherence to standard operating procedures and IT security policies. https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf ## Related Videos - [Security Pitfalls for Software Engineers](https://www.wearedevelopers.com/videos/726-security-pitfalls-for-software-engineers) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) - [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing) ## Related Articles - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)