We are seeking a customer-focused and tech-savvy remote help desk technician to provide first-level technical support to users across various systems and platforms. You will be responsible for diagnosing and resolving software, hardware, and network issues via phone, chat, and email. This role is ideal for someone who thrives in a fast-paced environment and enjoys solving problems while delivering excellent user support.
Key Responsibilities:
Respond to help desk tickets and provide technical assistance for Windows, macOS, mobile devices, and common software (e.g., MS Office, email clients)
Troubleshoot and resolve issues related to user accounts, access permissions, connectivity, printers, and remote desktop support
Guide users through step-by-step solutions and document all issues and resolutions in the ticketing system
Escalate unresolved issues to Tier 2/3 support or system administrators as needed
Assist with onboarding/offboarding processes including account setup, device configuration, and access provisioning
Maintain knowledge base articles and support documentation
Required Qualifications:
1+ year of experience in an IT support or help desk role (internship or entry-level acceptable)
Proficiency in troubleshooting Windows/macOS, Microsoft 365, and remote tools (e.g., TeamViewer, AnyDesk, Zoom, etc.)
Familiarity with ticketing systems (e.g., Zendesk, Freshdesk, Jira Service Desk)
Strong verbal and written communication skills
Ability to work independently in a remote setting and manage multiple support requests
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