Help Desk Engineer

We are seeking an adaptable, sharp, and self-motivated Help Desk Engineer to join our remote support team. This hybrid role merges the front-line service responsibilities of a Help Desk Representative with the advanced troubleshooting and technical leadership of a Help Desk Engineer.

In this role, you will be expected to support and troubleshoot all technology solutions that Tie National offers. Exceptional troubleshooting skills and dynamic, critical thinking are absolute must-haves.

Responsibilities

Combining standard Help Desk Rep functions with advanced Engineering tasks, your key responsibilities will include:

• End-User & System Support: Provide 24/7/365 remote technical support and ticket resolution for clients nationwide.
• Advanced Troubleshooting: Apply dynamic thinking to diagnose and resolve complex technical escalations from the lower-tier Help Desk.
• Onsite Technician Management: Assist and manage local field technicians during nationwide technology installations, dispatching, site rollouts, and hardware servicing.
• Remote Programming & Deployment: Perform remote setup, configuration, and programming for computers, routers, switches, firewalls, business surveillance systems, and VoIP phone systems.
• Cross-Industry Solutions Coverage: Handle technology support across all core Tie National service domains:
• Data Networking: Cabling structure, rack/stack, wireless networks, cellular backup internet, and POTS replacement.
• Business Phone Systems & Telecom: VoIP/POTS solutions, phone system management, and carrier escalations.
• Surveillance & Security: IP cameras (e.g., Eagle Eye Networks cloud surveillance) and security analysis.
• Audio/Visual & Systems: Sound masking, background audio, video boards, and digital signage.
• Computer Systems & Disaster Recovery: Desktop/OS troubleshooting, backup internet, and business continuity planning.
• On-Call Availability: Participate in an on-call rotation to provide after-hours and weekend emergency support for our clients.

• Experience: Proven experience in a Help Desk, System Administration, or IT Support Engineering role.
• Troubleshooting Skills: Exceptional troubleshooting ability is a must. You must excel at breaking down complex, unfamiliar tech issues and resolving them under pressure.
• Dynamic Thinking: Strong problem-solving skills with a proactive, resourceful mindset. You can adapt quickly in a multi-faceted IT environment.
• Broad Technical Knowledge: Hands-on experience with networking equipment, routers, firewall configurations, desktop operating systems, surveillance/CCTV platforms, and VoIP systems.
• On-Call Commitment: Willingness and flexibility to work scheduled after-hours and weekend on-call shifts.
• Communication: Excellent verbal and written communication skills with strong customer-service principles.

$22 - $25 an hour - Part-time, Full-time, Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Since 2003, Tie National has been a trusted nationwide provider of technology solutions and managed IT services for multi-site enterprise networks, franchises, healthcare, and retail brands. We deliver 24/7 support across all 50 states and U.S. territories , seamlessly connecting and securing businesses nationwide. Guided by our core values of Honesty, Transparency, and Passion , we treat our clients like family and empower excellence through continuous technology innovation.