Helpdesk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and address tickets in the helpdesk queue with precision and promptness.

• Set up laptops, peripherals, accounts, and access for incoming staff members.

• Configure hardware, install necessary applications, and verify appropriate connectivity.

• Enroll, manage, and troubleshoot devices utilizing mobile device management (MDM) platforms like Intune or Google Workspace.

• Install, configure, update, and resolve issues with business applications and endpoint software.

• Create and maintain clear, precise documentation for processes, troubleshooting steps, onboarding, and system usage.

• Provide support for Microsoft 365 environments.

• Assist with Google Workspace applications such as Gmail, Drive, Meet, and Calendar.

• Identify and resolve hardware, software, networking, and account-related issues.

• Offer empathetic, clear, and solution-oriented customer service.

• Collaborate with IT team members to escalate issues and enhance processes.

• Manage the shipment, return, tracking, and inventory of company hardware assets.

• Deploy and oversee operating system, application, and security updates on endpoint devices.

• Participate in daily standup meetings with an agile team.

⛳️ Requirements

• Demonstrated technical troubleshooting experience in supporting Windows and ChromeOS environments.

• Practical experience with Mobile Device Management (MDM) platforms, including Microsoft Intune or equivalent solutions.

• Experience in supporting and troubleshooting Windows, macOS, Android, and iOS devices.

• Strong understanding of business applications, SaaS platforms, and end-user software support.

• Experience administering and supporting Microsoft 365 and Google Workspace environments.

• Familiarity with identity and access management solutions, such as Okta.

• Experience with ticketing and service management platforms like Jira Service Management or similar tools.

• Knowledge of fundamental networking concepts, including DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.

• Ability to create, maintain, and enhance technical documentation, knowledge base articles, and end-user guides.

• Strong customer service skills with a user-centered and solution-focused approach.

• Excellent written and verbal communication abilities, with the capacity to explain technical concepts to non-technical users.

• Strong organizational abilities with the capability to prioritize and manage multiple tasks in a fast-paced environment.

• A collaborative team player with a positive demeanor, willing to assist colleagues and contribute to continuous improvement efforts.

🏝️ Benefits

• N/A