IT Service Desk Technician - Remote

Overview

This position serves as the first point of contact for technical support, assisting users with hardware, software, and network-related issues, while ensuring timely communication and maintaining service quality.

In Short

• Act as the main contact for IT support queries via phone and email.
• Triage and escalate support issues as necessary.
• Assist with Level 1 Service Desk requests like password resets.
• Troubleshoot Tier 1 IT problems including network and phone issues.
• Provide remote support to users across various locations.
• Maintain service efficiency by achieving SLAs on tickets.
• Participate in an On-Call rotation for after-hours support.
• Work on special projects as assigned by the Help Desk Manager.
• Possess strong customer service and communication skills.
• Work effectively in a team environment.

Requirements

• 3-5 years of experience in a Service Desk or Help Desk role.
• Proficiency in Microsoft Office applications.
• Experience with remote support tools.
• Familiarity with ticketing systems like Zendesk or ServiceNow.
• CompTIA A+ or Network+ certification is a plus.
• Basic PC troubleshooting skills.
• Excellent customer service and communication abilities.
• Ability to multitask and stay organized.
• Minimum typing speed of 30 wpm.

Benefits

• Competitive compensation and benefits package.
• HMO from Day 1 with free dependent coverage.
• Attendance bonuses and paid time off.
• Company-provided work setup including laptop and accessories.
• Opportunities for training and career growth.
• A collaborative and supportive team culture.