IT Helpdesk Technician
New
J
JobgetherManaged IT services
Based in the United States, Initial training is scheduled Monday through Friday from 7:00 a.m. to 4:00 p.m. Eastern Time.Full-TimeEntry
Salary18 - 20 USD per hour
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Job Details
- Required Skills
- Customer serviceTroubleshooting
Requirements
- Have entry-level technical support experience, particularly Level 1 helpdesk experience, and be able to diagnose and resolve common IT issues.
- Bring familiarity with modern Windows operating systems and basic troubleshooting procedures.
- Bring familiarity with modern macOS operating systems and common user support issues.
- Demonstrate interest in information technology, technical troubleshooting, and helping users.
- Communicate technical concepts clearly and professionally, particularly over the phone.
- Demonstrate customer service skills, including patience, empathy, and active listening.
- Organize and document support requests accurately while managing multiple tasks.
- Use troubleshooting and critical-thinking skills to investigate issues and determine next steps.
- Be willing to learn and develop technical skills.
- Work effectively independently in a fully remote environment and as part of a team.
- Be willing to work 40 hours per week on a fixed assigned shift, which may include evenings, overnight hours, weekends, or holidays.
- Be available for approximately three weeks of initial training, Monday through Friday from 7:00 a.m. to 4:00 p.m. Eastern Time.
Responsibilities
- Provide technical support to clients and end users across business and technology environments.
- Handle incoming helpdesk calls, support tickets, and service requests, documenting and addressing issues promptly.
- Diagnose and troubleshoot hardware, software, operating system, and product support issues.
- Explain technical information clearly and adapt explanations to users' technical knowledge.
- Prioritize multiple support requests and maintain accurate records of troubleshooting steps and resolutions.
- Support users of Windows and macOS operating systems.
- Follow support procedures, escalation guidelines, and service standards.
- Collaborate with colleagues and other support teams to investigate complex issues and resolve them.
- Participate in training and ongoing professional development.
- Work an assigned shift within a 24/7/365 support operation, which may include evenings, overnight hours, weekends, or holidays.
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