Remote Help Desk Tech

A small but growing IT company seeks a highly motivated desktop/server support technician with help desk experience for full-time employment. Excellent opportunity for the right individual to grow IT knowledge under a seasoned administrator in a boutique IT firm. Will provide and pay for training materials and testing to increase knowledge domain. Candidates should meet most of the requirements below.

The support technician will ensure end-users receive exceptional support, guidance, and technical assistance for IT-related issues. When not troubleshooting problems, the technician will work on IT-related projects.

Key Responsibilities:
• Provide 1st and 2nd-level technical support for end-users and troubleshoot all hardware and software-related issues.
• Maintain and develop help desk technical skills to efficiently and effectively support end-users.
• Handle escalated tickets from level 1 technician and escalate to level 3 when appropriate.
• Log all requests, incidents, and problems received into the ticketing system.
• Ensure incidents and service requests are given a permanent resolution in the shortest possible time.
• Escalate end-user IT-related issues to senior admin, ensuring follow-up with the client to resolution.
• Engage in IT-related projects for clients and ensure internal client documentation is current.
• Complete ownership of the help desk. Ensuring that help desk tickets are handled, even if they are escalated.
• Identify issues/tasks that can be automated for clients.
• Identify tasks internally that can be automated.
• Manage tasks appropriately based on the age and priority of the ticket.
• Plan out tasks so that they can be executed efficiently and accurately.
• Must meet and exceed SLA goals.

Skills / Competencies Requested:
• Must have at least 2 – 3 years of experience working on a help desk or technical support role, preferably with an MSP.
• Advanced knowledge of Microsoft 365.
• Advanced knowledge of networking.
• Advanced knowledge of Windows client OSs (9, 10, 11).
• Intermediate knowledge of Windows Server OSs (12, 16, 19).
• Experience with Power Apps or Power Automate is a plus.
• Advanced knowledge of small business applications.
• Basic Mac understanding.
• Analytical and problem-solving skills. We never tell the client we don’t have a solution.
• Excellent time/task management.
• Extremely detailed oriented.
• Excellent communication skills.
• The ability to multitask.
• A positive “can do” attitude.
• The desire to make a difference in a small company.