IT Helpdesk Technician

<h3>Accountabilities</h3><li>Provide friendly, professional, and consistent technical support to clients and end users across a range of business and technology environments.</li><li>Handle incoming helpdesk calls, support tickets, and service requests, ensuring issues are documented accurately and addressed promptly.</li><li>Diagnose and troubleshoot common hardware, software, operating system, and product support issues, using a structured approach to identify root causes and implement appropriate solutions.</li><li>Communicate technical information clearly and patiently, adapting explanations to users with different levels of technical knowledge.</li><li>Deliver a positive customer experience by demonstrating empathy, active listening, professionalism, and a genuine commitment to resolving user concerns.</li><li>Manage multiple support requests efficiently, prioritize tasks according to urgency, and maintain accurate records of troubleshooting steps and resolutions.</li><li>Support users working with modern Windows and macOS operating systems, helping resolve everyday technical issues and improve system usability.</li><li>Follow established support procedures, escalation guidelines, and service standards to ensure consistent service delivery.</li><li>Collaborate with colleagues and other support teams to investigate complex issues, share technical knowledge, and achieve timely resolutions.</li><li>Participate in initial training and ongoing professional development to strengthen technical knowledge, improve support practices, and stay current with relevant technologies.</li><li>Maintain a proactive approach to learning, problem-solving, and adapting to new client environments, tools, and support requirements.</li><li>Work a consistent, assigned shift within a 24/7/365 support operation, which may include daytime, evening, overnight, weekend, or holiday hours.</li><h2>Requirements</h2><li>Demonstrated interest in information technology, technical troubleshooting, and helping users resolve technical challenges.</li><li>Entry-level technical support experience, particularly Level 1 helpdesk experience, with the ability to diagnose and resolve common IT issues.</li><li>Previous experience working for a managed service provider (MSP) is a strong advantage.</li><li>Familiarity with modern Windows operating systems and basic troubleshooting procedures.</li><li>Familiarity with modern macOS operating systems and common user support issues.</li><li>Strong verbal communication skills, particularly over the phone, with the ability to explain technical concepts clearly and professionally.</li><li>Excellent customer service skills, including patience, empathy, active listening, and a positive, solutions-oriented attitude.</li><li>Strong organizational skills and attention to detail, with the ability to document support requests accurately and manage multiple tasks.</li><li>Effective troubleshooting and critical-thinking skills, with the ability to investigate issues logically and determine appropriate next steps.</li><li>A self-motivated approach to learning, with curiosity about technology and a willingness to develop new technical skills.</li><li>Ability to work effectively in a fast-paced, team-oriented environment while maintaining service quality and professionalism.</li><li>A reliable approach to working independently in a fully remote environment, including managing responsibilities and communicating effectively with teammates.</li><li>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.</li><li>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.</li><li>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.</li><h2>Benefits</h2><li>
<strong>Competitive hourly compensation:</strong>Starting pay of $18–$20 per hour, depending on experience.</li><li>
<strong>Annualized earnings:</strong>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.</li><li>
<strong>Fully remote work:</strong>Work from home while supporting users across multiple technology and business environments.</li><li>
<strong>Retirement savings:</strong>Access to a 401(k) plan.</li><li>
<strong>Healthcare coverage:</strong>Health insurance options to support employee well-being.</li><li>
<strong>Dental and vision insurance:</strong>Coverage options for dental care and vision needs.</li><li>
<strong>Paid time off:</strong>Time away from work to support personal needs and work-life balance.</li><li>
<strong>Flexible scheduling options:</strong>A consistent, fixed shift once assigned, with potential flexibility depending on operational needs.</li><li>
<strong>Overtime opportunities:</strong>Potential to earn additional compensation when overtime work is available and authorized.</li><li>
<strong>Professional development assistance:</strong>Support for ongoing learning and technical skill development.</li><li>
<strong>Certification reimbursement:</strong>Opportunities for reimbursement of eligible professional certifications, subject to applicable policies.</li><li>
<strong>Structured onboarding:</strong>Approximately three weeks of initial training to help you become familiar with support processes, tools, and expectations.</li><li>
<strong>Career growth opportunities:</strong>A chance to build foundational IT experience, broaden technical knowledge, and develop skills for future roles in technical support and IT operations.</li><li>
<strong>Collaborative team environment:</strong>Work alongside support professionals who value teamwork, continuous learning, and excellent customer service.</li>