> Markdown version of [/jobs/ext/198180-help-desk-technician-remote](https://www.wearedevelopers.com/jobs/ext/198180-help-desk-technician-remote). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Technician - Remote - **Company:** Pantheon Inc - **Location:** United States (Remote available) - **Salary:** $40,000.0 - $50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Basic Access Authentication, Customer Data Management, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Azure Active Directory, TCP/IP, Office365, Os Ticket - **Published:** May 31, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d7e33ecad11d67d2 ## About the Role Do you have experience in Windows?, Do you enjoy talking with end users and helping them solve technical problems? Are you looking to take your IT career to the next level in a customer-focused, team-centered environment?, Required * 2-4 years of IT help desk experience * Experience supporting Windows 10/11 * Experience with Microsoft 365 applications and administration * Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN * Familiarity with ticketing systems * Strong client-facing and communication skills * Customer service orientation * Ability to work efficiently and move from task to task quickly Preferred * One relevant certification, such as CompTIA A+, Network+, Security+, or Microsoft Fundamentals * Experience with RMM tools * Experience with endpoint security tools * MSP experience, * Do you have experience supporting Windows 10/11? * Do you have experience with Microsoft 365 applications and administration? Experience: * IT help desk: 2 years (Required) ## Description We are looking for a customer service-oriented Help Desk Technician to provide efficient, accurate technical support across multiple client environments. In this role, you will serve as a front-line resource for end users, resolving a mix of Level 1 and Level 2 issues while maintaining strong communication, accurate documentation, and a high-quality customer experience., The Help Desk Technician is responsible for resolving end-user technical issues across multiple client environments, with a focus on efficient ticket resolution, strong customer service, and adherence to service standards. This role operates within the Help Desk and handles a mix of Level 1 and Level 2 issues, collaborating with escalation technicians when necessary. This position is ideal for someone who enjoys helping people, can move quickly from task to task, and wants to continue growing their technical skills in a supportive team environment. Core Responsibilities Help Desk Ticket Resolution Resolve service desk tickets related to Windows 10/11, Microsoft 365 applications, email configuration, printers, VPN, connectivity, workstation issues, and basic access problems. Maintain high-quality resolution rates and meet SLA targets. End-User Support Provide professional remote support across multiple client environments. Walk customers through the problem-solving process, follow up as needed, provide feedback, and see issues through to resolution. Identity & Access Management Perform Entra ID / Azure AD tasks including user creation, deactivation, license assignment, password resets, and MFA support. Escalate complex identity or access issues when appropriate. Basic Technical Troubleshooting Diagnose basic networking issues including TCP/IP, DNS, DHCP, VPN, and connectivity concerns. Troubleshoot hardware, software, and workstation problems while identifying when escalation is required. Ticket Ownership & Escalation Collaboration Track, route, and redirect issues to the correct resources when needed. Properly escalate unresolved issues while providing full troubleshooting context. Work tickets in tandem with escalation technicians rather than simply handing off ownership, remaining engaged through resolution to support knowledge development and reduce long-term dependency on escalation resources. Documentation & Systems Usage Ensure proper recording, documentation, and closure of all tickets. Update customer data, document work in the ticketing system, utilize IT Glue, produce activity updates as needed, and contribute to knowledge base improvements. Continuous Improvement Recommend procedure modifications or improvements. Preserve and grow your knowledge of help desk procedures, products, services, tools, and client environments. ## Related Videos - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Panel: New Work](https://www.wearedevelopers.com/videos/816-panel-new-work) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Debunking the Top 10 Myths about Web 3](https://www.wearedevelopers.com/videos/634-debunking-the-top-10-myths-about-web-3) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Find a Developer Job: 12 Best Job Sites For Developers](https://www.wearedevelopers.com/magazine/165-find-a-developer-job-12-best-job-sites-for-developers) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)