Helpdesk Technician

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

📋 Description

• Serve as the primary contact for technical support through phone, chat, and ticketing systems.

• Ensure that requests are resolved promptly, directed appropriately, or escalated when necessary.

• Offer technical assistance for computer hardware, software, networks, telephony systems, and peripherals.

• Oversee user accounts, including managing password resets, permissions, and group assignments.

• Identify and resolve technical issues remotely.

• Achieve or surpass established Service Level Agreements (SLAs) for issue resolution.

• Follow IT policies and procedures, including compliance with HIPAA, PCI, and Hi Trust requirements.

• Enhance technical knowledge through self-directed learning and hands-on experience.

⛳️ Requirements

• An Associate’s Degree in Information Technology along with 2+ years of experience as a help desk technician or a related position, or a suitable combination of education and experience.

• Demonstrated experience working in a remote office setting.

• Proficiency in administering Microsoft Windows operating systems and Office applications.

• Strong comprehension of Active Directory and Microsoft 365 administration.

• Fundamental knowledge of TCP/IP network protocols.

• Experience in Windows Server environments.

• CompTIA A+ and/or Network+ certification preferred.

• Exceptional communication and interpersonal abilities.

• Strong problem-solving and analytical skills to troubleshoot and resolve technical issues.

• Capability to handle multiple tasks and meet deadlines in a dynamic environment.

• Keen attention to detail and strong organizational skills.

🏝️ Benefits

• FREE Marathon Health services for you and your family, offering unlimited free primary care, routine labs, select prescriptions, vaccinations, and virtual mental health care.

• Options for 2 medical plans, 2 dental plans, and vision coverage.

• Unlimited free mental health benefits and Employee Assistance Program (EAP) resources.

• Rewards for participation in challenges and healthy lifestyle activities.

• Family-building and hormonal health benefits.

• Paid parental leave.

• Generous Paid Time Off (PTO) or Flexible Time Off (FTO).

• Paid Holidays plus an additional day for personal matters.

• Company-paid Basic Life and Disability insurance.

• Supplemental Life insurance options.

• Spending Accounts available.

• 401(k) plan with employer matching and graded vesting.

• Continuing Medical Education (CME) support, as applicable.