Help Desk - Weekend Shift - FULLY REMOTE

A client based in Phoenix is seeking a fully remote Help Desk Technician to join their growing IT support organization. This role will serve as the first point of contact for all incoming IT-related incidents and requests via phone, email, and chat, supporting corporate users, retail stores, and distribution centers.

The technician will intake and manage tickets through ServiceNow, utilizing incident management, request fulfillment, and the knowledge base to ensure timely and accurate resolution. Daily responsibilities include troubleshooting POS issues within retail stores, supporting store-level hardware and peripherals such as Lexmark printers and Zebra printers/scanners, and assisting with basic network connectivity and equipment-related issues.

This role also includes diagnosing and resolving issues related to PC software, operating systems, and hardware, including installing, uninstalling, patching, upgrading, and replacing devices remotely. The technician will regularly support users through Microsoft Teams, handle phone-based troubleshooting using Cisco Jabber, and ensure all activity is properly documented, escalated when needed, and resolved within SLA expectations.

The ideal candidate is comfortable multitasking, communicating with diverse user groups, and navigating IT issues efficiently in a large enterprise and retail IT environment. This is a great opportunity to join a collaborative team of 19 service desk professionals, with strong potential for growth within the organization.

• 3+ years of experience in a remote Help Desk or Service Desk role providing support to internal and external users

• Hands-on experience providing Point of Sale (POS) troubleshooting in a retail environment

• Retail IT support experience, including support for store locations and distribution centers

• Experience supporting Lexmark printers and Zebra printers/scanners in a business or retail environment

• Experience troubleshooting network equipment (connectivity, peripherals, store-level network issues)

• 6+ months of experience supporting PC software, hardware, and peripherals in an office or enterprise environment

• Experience working with a ticketing system (ServiceNow experience strongly preferred)

• Experience supporting users with Microsoft Teams and Microsoft 365 applications

• Experience using Cisco Jabber or similar VoIP/softphone tools for user support

• Experience supporting a large enterprise environment with multiple locations and end users

• Strong verbal and written communication skills with excellent customer service and phone etiquette

• Proven ability to multitask and resolve issues quickly in a fast-paced support environment

• Recent experience working fully remote in a Help Desk setting - Bilingual in Spanish

Tues - Sat 5a - 130p off Sun/Mon

Tues -Sat 6a - 230p off Sun/Mon

Sun - Thurs 5a - 130p off Fri/Sat