IT Helpdesk Technician

Accountabilities: Provide friendly, professional, and consistent technical support to clients and end users across a range of business and technology environments. Handle incoming helpdesk calls, support tickets, and service requests, ensuring issues are documented accurately and addressed promptly. Diagnose and troubleshoot common hardware, software, operating system, and product support issues, using a structured approach to identify root causes and implement appropriate solutions. Communicate technical information clearly and patiently, adapting explanations to users with different levels of technical knowledge. Deliver a positive customer experience by demonstrating empathy, active listening, professionalism, and a genuine commitment to resolving user concerns. Manage multiple support requests efficiently, prioritize tasks according to urgency, and maintain accurate records of troubleshooting steps and resolutions. Support users working with modern Windows and macOS operating systems, helping resolve everyday technical issues and improve system usability. Follow established support procedures, escalation guidelines, and service standards to ensure consistent service delivery. Collaborate with colleagues and other support teams to investigate complex issues, share technical knowledge, and achieve timely resolutions. Participate in initial training and ongoing professional development to strengthen technical knowledge, improve support practices, and stay current with relevant technologies. Maintain a proactive approach to learning, problem-solving, and adapting to new client environments, tools, and support requirements. Work a consistent, assigned shift within a 24/7/365 support operation, which may include daytime, evening, overnight, weekend, or holiday hours. Requirements Demonstrated interest in information technology, technical troubleshooting, and helping users resolve technical challenges. Entry-level technical support experience, particularly Level 1 helpdesk experience, with the ability to diagnose and resolve common IT issues. Previous experience working for a managed service provider (MSP) is a strong advantage. Familiarity with modern Windows operating systems and basic troubleshooting procedures. Familiarity with modern macOS operating systems and common user support issues. Strong verbal communication skills, particularly over the phone, with the ability to explain technical concepts clearly and professionally. Excellent customer service skills, including patience, empathy, active listening, and a positive, solutions-oriented attitude. Strong organizational skills and attention to detail, with the ability to document support requests accurately and manage multiple tasks. Effective troubleshooting and critical-thinking skills, with the ability to investigate issues logically and determine appropriate next steps. A self-motivated approach to learning, with curiosity about technology and a willingness to develop new technical skills. Ability to work effectively in a fast-paced, team-oriented environment while maintaining service quality and professionalism. A reliable approach to working independently in a fully remote environment, including managing responsibilities and communicating effectively with teammates. Willingness to work 40 hours per week on a fixed assigned shift. Depending on operational requirements, the shift may include evenings, overnight hours, weekends, or holidays. Availability to complete an initial training program lasting approximately three weeks, scheduled Monday through Friday from 7:00 a.m. to 4:00 p.m. Eastern Time. Personal technology projects, home labs, certifications, hobbies, or other experiences demonstrating curiosity, problem-solving, communication, or practical technical skills are welcome and may strengthen an application. Benefits Competitive hourly compensation: Starting pay of $18–$20 per hour, depending on experience. Annualized earnings: Approximately $37,440–$41,600 per year at 40 hours per week, before taxes and assuming 52 paid working weeks; actual earnings depend on applicable pay arrangements and time worked. Fully remote work: Work from home while supporting users across multiple technology and business environments. Retirement savings: Access to a 401(k) plan. Healthcare coverage: Health insurance options to support employee well-being. Dental and vision insurance: Coverage options for dental care and vision needs. Paid time off: Time away from work to support personal needs and work-life balance. Flexible scheduling options: A consistent, fixed shift once assigned, with potential flexibility depending on operational needs. Overtime opportunities: Potential to earn additional compensation when overtime work is available and authorized. Professional development assistance: Support for ongoing learning and technical skill development. Certification reimbursement: Opportunities for reimbursement of eligible professional certifications, subject to applicable policies. Structured onboarding: Approximately three weeks of initial training to help you become familiar with support processes, tools, and expectations. Career growth opportunities: A chance to build foundational IT experience, broaden technical knowledge, and develop skills for future roles in technical support and IT operations. Collaborative team environment: Work alongside support professionals who value teamwork, continuous learning, and excellent customer service.