IT Service Desk Technician

A Helpdesk Technician, also known as a Service Desk Agent or Technician, is responsible for providing technical assistance and support to users or customers who are experiencing issues with their computer systems, software applications, hardware devices, or other technology-related problems. The role involves a combination of technical expertise, customer service skills, and problem-solving abilities., This position with its responsibilities shall be performed remotely. However, a candidate located in the Greater Conshohocken, Pennsylvania area shall be preferred., Candidate applying will be expected to:

• Provide IT assistance and technical support to customers
• Support end-users on cloud systems, hardware functionality and software programs
• Support end users on Android, Mac, iOS, and Windows operating systems
• Resolve incident tickets and service requests in a timely manner
• Escalate tickets and service requests if the problem is too complex for the agent to ensure a timely resolution
• Monitor hardware, software, and systems
• Update software as well as upgrading hardware and systems
• Help users with password resets, account unlocks, and access-related issues for various systems and applications
• Document processes and performing diagnostic tests
• Promote security best practices and educate users about potential security risks, such as phishing and malware

• At least 1 year of industry experience in this role or such similar
• Degree related to IT industry or equivalent education
• Certifications: CompTIA A+, Apple Device Support, or Microsoft Certified Professional
• Ensure that customers are satisfied with the support provided by following up
• Exceptional ability to provide technical support and resolve incidents
• In-depth knowledge of computer hardware, software, and networking
• Ability to determine IT needs and train end-users
• Proficiency in IT helpdesk or service desk software
• Proficiency using RMM tools
• Maintain detailed records of support requests, troubleshooting steps taken, and solutions provided
• Exceptional interpersonal and communication skills

Job Type: Part-time

Pulled from the full job description

• Referral program
• Professional development assistance
• Health insurance
• Retirement plan
• Paid time off
• Employee discount
• Vision insurance, * Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance