Helpdesk Technician I

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

📋 Description

• Serve as the primary contact for users reporting technical difficulties or seeking assistance.

• Deliver daily support for the implementation, troubleshooting, and upkeep of client IT systems and infrastructure.

• Conduct remote troubleshooting and resolution of client requests related to end-user hardware, software, and cloud services.

• Offer operational support for Windows, Mac, and Linux desktop and server operating systems.

• Assist with Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, networking devices, line-of-business applications, backup and disaster recovery, peripherals, and mobile devices/MDM.

• Provide escalation support for Level I Helpdesk personnel.

• Aid in client, system, and user onboarding and offboarding processes.

• Deploy and sustain security tools and management agents.

• Keep notes and time entries updated in the helpdesk ticketing system.

• Develop and maintain documentation for both internal and client systems.

• Collaborate with third-party vendors to resolve issues.

⛳️ Requirements

• At least 1+ years of experience working for a Managed Service Provider (MSP).

• A minimum of 3+ years of experience on an Information Technology Helpdesk utilizing remote support tools.

• Familiarity with a helpdesk ticketing system for incident tracking and time logging; ConnectWise Manage is preferred.

• Prior experience with Remote Monitoring and Management (RMM) tools such as Automate, Labtech, Continuum, or NinjaOne.

• Excellent troubleshooting and problem-solving abilities.

• Strong verbal and written communication skills.

• Experience with Microsoft Windows desktop and server operating systems.

• Knowledge in Microsoft Office 365 and Azure administration.

• Proficiency in Microsoft Server Active Directory and Group Policy.

• Moderate networking experience, including remote configuration and troubleshooting of TCP/IP, Wi-Fi, and VPN.

• Understanding of Microsoft Cloud Technologies such as Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot.

• Familiarity with scripting and automation tools is a plus.

• Proven ability to work effectively in a team environment.

• Must be authorized to work for any employer in the U.S.

• Bachelor’s degree in Computer Science, Engineering, or a related field is preferred.

• Experience with multifactor authentication, encryption, SIEM/SOAR, and endpoint detection and response is preferred.

• Preferred certifications include Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, and Network+.

• Ability to work independently, remotely, and collaboratively within a team.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunities for potential travel to client sites.

• Some on-call, shift, and evening work may be required.

• Salary range of $55,000–$68,000 USD.