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

• Deliver first-level technical assistance to employees via phone or email.

• Identify and resolve hardware, software, network, and peripheral issues.

• Support users in setting up and configuring devices, applications, and accounts.

• Diagnose and address system errors, connectivity issues, and performance concerns.

• Install, set up, and upgrade computer hardware and software.

• Monitor, prioritize, and document support requests within the ticketing system.

• Escalate unresolved matters to higher-level support or specialists.

• Offer training and support to users regarding system and software utilization.

• Assist in the configuration and setup of new employee workstations.

• Ensure all incidents are recorded and managed to resolution within designated service level agreements (SLAs).

• Conduct routine maintenance and updates on IT systems as necessary.

• Aid in the execution of IT projects.

• Maintain effective communication with team members and other departments.

• Demonstrated experience as a Helpdesk Technician or in a comparable IT support position.

• In-depth knowledge of computer hardware, software, and networking principles.

• Familiarity with operating systems (Windows, macOS, Linux) and productivity applications (Microsoft Office, Google Suite).

• Exceptional problem-solving and troubleshooting capabilities.

• Strong interpersonal and communication skills coupled with a customer-centric approach.

• Ability to effectively prioritize and manage various tasks simultaneously.

• Experience with ticketing systems and remote desktop applications is advantageous.

• Basic knowledge of networking protocols and technologies (TCP/IP, DNS, VPN, etc.) is a plus.

• Remote Helpdesk Technician (Part-Time)

• Technical

• Excellent problem-solving skills

• Strong interpersonal and communication skills

Helpdesk Technician

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