IT Help Desk Technician - Remote

Overview

The IT Help Desk Technician provides first-level technical support to employees by troubleshooting hardware, software, and network issues. This role ensures timely resolution of IT problems, maintains accurate documentation, and delivers exceptional customer service to support day-to-day business operations.

In Short

• Respond promptly to user requests for technical assistance via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and network issues for end-users
• Install, configure, and update computer systems and software applications
• Assist with password resets, account access, and permissions management
• Document all support activities and resolutions in the help desk system
• Escalate complex issues to higher-level IT support or specialized teams as needed
• Provide guidance and training to users on basic IT functions and best practices
• Maintain inventory of IT equipment and supplies
• Participate in IT projects, such as system upgrades or deployments
• Follow company policies and procedures regarding IT security and data privacy

Requirements

• High school diploma or equivalent; Associate’s degree or relevant certifications preferred (e.g., CompTIA A+, Network+)
• 1-3 years of experience in technical support or help desk role preferred
• Basic understanding of computer hardware, software, and networking fundamentals
• Experience with Windows and/or Mac operating systems
• Familiarity with common business software (e.g., Microsoft Office, email clients)
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies
• Ability to manage multiple requests and prioritize tasks effectively

Benefits

• This is a remote position, however, it may require in-office attendance for designated meetings, training sessions, and occasional travel to other worksites as needed.
• The role routinely uses standard office equipment such as computers, phones, filing cabinets, etc.
• Strong visual acuity for reviewing detailed documents and data on computer screens.
• Manual dexterity for operating a computer, including the use of a keyboard and mouse.
• Occasionally required to lift and carry office supplies or equipment up to 25 pounds.
• Clear verbal and written communication skills for effective interaction with team members across the organization.
• Flexibility to adjust schedules based on project needs, with occasional requests for additional hours during temporary projects.
• Capability to manage tasks that require prolonged periods of focus and concentration.
• Ability to handle the physical demands of a standard workweek, which may include occasional overtime, nights, weekends, and holidays, if needed.