Helpdesk Technician

• User Support & Troubleshooting: Respond to incoming helpdesk tickets, calls, and chat requests to resolve remote desktop, operating system (Windows/macOS), and application issues.
• Remote Desktop Control: Use remote support software (e.g., TeamViewer, BeyondTrust/Bomgar, or ScreenConnect) to connect to user devices, perform remote diagnostics, and fix software glitches.
• User Accounts & Identity Management: Perform routine account management tasks, including password resets, multi-factor authentication (MFA) setups, and account provisioning in Active Directory / Microsoft 365 / Google Workspace.
• Ticketing & SLA Adherence: Log, document, and categorize all support requests in ticketing systems (e.g., Jira, Zendesk, or ServiceNow) while meeting target response and resolution times.
• Hardware & Peripheral Support: Assist end-users with setup and troubleshooting of laptops, monitors, VPN connections, Wi-Fi connectivity, and office peripherals (printers/scanners).
• Escalations & Documentation: Identify issues requiring advanced technical intervention and cleanly escalate them to Tier 2/3 System Administrators. Document common solutions to help maintain the internal IT knowledge base.

This role is ideal for an entry-to-mid-level technician with strong problem-solving skills, patience, and clear communication abilities who thrives in a fast-paced ticketing environment., * Experience: 0-2 years of experience in an IT support, helpdesk, or technical customer support role.

• Technical Knowledge:
• Proficiency supporting Windows 10/11 and basic familiarity with macOS.
• Familiarity with Microsoft 365 (Outlook, Teams, SharePoint) and/or Google Workspace.
• Basic understanding of home/remote networking principles (Wi-Fi, routers, IP addresses, VPNs).
• Soft Skills: Outstanding verbal and written English communication skills with a customer-centric mindset and strong technical empathy.
• Remote Work Setup: Must have a dedicated home office, a stable high-speed internet connection (Ethernet preferred), and a distraction-free environment.

Preferred Certifications (Nice-to-Have)

• CompTIA A+
• Microsoft 365 Certified: Fundamentals

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance