The Help Desk Technician provides first-line technical support to end users by troubleshooting hardware, software, network, and system issues. This role ensures timely resolution of support requests, maintains service quality standards, and delivers excellent customer service. The Help Desk Technician operates in a fully remote environment and plays a key role in maintaining organizational productivity through reliable technical support.

This position is strictly limited to candidates who currently reside in the United States and are legally authorized to work in the U.S. Applications from individuals residing outside the United States will be rejected.

Key Responsibilities

Respond to and resolve technical support tickets in a timely manner

Troubleshoot hardware, software, network, and application issues

Provide remote assistance to end users via phone, email, or chat

Escalate complex issues to higher-level IT staff as needed

Install, configure, and update software applications

Assist with user account setup, password resets, and access management

Document troubleshooting steps and resolutions in ticketing systems

Maintain accurate records of incidents and service requests

Support onboarding and offboarding processes for employees

Follow IT policies, procedures, and security protocols

Required Qualifications

High school diploma or equivalent (Associates degree in IT preferred)

1–3 years of experience in technical support, help desk, or IT support roles

Basic knowledge of computer hardware, operating systems (Windows/Mac), and networking fundamentals

Familiarity with ticketing systems and remote support tools

Strong problem-solving and communication skills

Customer-focused mindset with professional phone etiquette

Ability to work independently in a remote environment

Reliable high-speed internet connection and secure workspace

Preferred Qualifications

CompTIA A+, Network+, or related IT certification

Experience supporting remote employees in distributed environments

Familiarity with Microsoft 365, Google Workspace, or similar platforms

Knowledge of cybersecurity best practices

Experience with Active Directory or identity management systems

Compensation

Benefits

Comprehensive medical, dental, and vision insurance

401(k) retirement plan with employer matching

Paid time off, paid holidays, and sick leave

Life, short-term, and long-term disability insurance

Flexible remote work arrangement

Professional development and certification support

Employee wellness and assistance programs

Work Authorization & Residency Requirement

Must be legally authorized to work in the United States

Must currently reside within the United States

Applications from candidates outside the U.S. will not be considered