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# Helpdesk Technician

- **Company:** Vertex, Inc.
- **Location:** Sacramento, CA, United States (Remote available)
- **Experience:** Starter
- **Salary:** $62,171.0 - $79,830.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, JIRA, Bomgar, Microsoft Outlook, Multi-Factor Authentication, Ethernet, Identity and Access Management, Issue Tracking Systems, Information Technology Operations, IP Addressing, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Remote Desktop Services, Microsoft SharePoint, TeamViewer, Wi-Fi Technology, Network Routers, Information Technology, Laptops, Gsuite, Zendesk, User Administration, Servicenow, User Accounts
- **Published:** October 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1250a558bc9eadec

## About the Role

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

## Description

* 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.