Service Desk Technician I - Remote

Overview

The Service Desk Technician I is an entry-level technical support role responsible for delivering exceptional frontline IT support across RedHelm’s managed environments. You’ll provide first-response troubleshooting and resolution for hardware, software, networking, and system issues — ensuring seamless operations for our clients.

In Short

• Respond to and resolve incoming service desk tickets related to hardware, software, and network issues.
• Perform basic installations and configurations of desktops, laptops, and applications.
• Communicate directly with clients via phone, email, and remote support tools.
• Document all troubleshooting steps, solutions, and root causes according to service desk procedures.
• Maintain accurate and detailed records of client environments, updates, and configurations.
• Escalate complex issues to senior technicians or engineers.
• Participate in an on-call rotation for after-hours support.
• Stay current on new technologies and systems.
• Follow Information Security and Privacy Policies.
• Consistently resolve 80%+ of assigned tickets within SLA timelines.

Requirements

• 1+ years of hands-on experience in end-user support.
• 1+ years of experience supporting servers and/or network systems.
• Familiarity with Windows Server, Active Directory, and VMware.
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP).
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to multitask in a fast-paced environment.

Benefits

• Opportunity for career growth and skill development.
• Work with a collaborative team.
• Engage in hands-on experience with advanced technologies.
• Participate in training and certification programs.