Helpdesk Technician I

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

📋 Description

• Deliver first-line technical assistance to internal users through phone and the internal helpdesk portal

• Collect information to identify and resolve common technical challenges

• Promptly escalate complex or unresolved issues as necessary

• Work collaboratively with helpdesk technicians and systems administrators on technical matters and projects

• Assess issue severity and scope; report findings to the IT Helpdesk Manager and IT Systems Director when required

• Record end-user inquiries and solutions in internal helpdesk support tickets

• Adhere to security policies and protocols

• Carry out additional related responsibilities as assigned

⛳️ Requirements

• A minimum of 3 years of professional experience in IT, technical support, or a similar field, or an associate degree or higher in Information Technology/Information Systems or a related discipline

• Extensive technical knowledge and comprehension of computer systems, hardware, and software

• Strong critical thinking and troubleshooting abilities to diagnose and address basic technical issues

• Capacity to work autonomously as well as part of a team

• Effective time management skills to handle individual workload with minimal supervision

• Strong interpersonal abilities for working collaboratively with end users and colleagues

• Excellent verbal and written communication skills

• Availability for after-hours on-call duties, including rotating evening/night and weekend shifts

🏝️ Benefits

• A supportive, open, and inclusive work environment

• Commitment to equal opportunity employment

• Reasonable accommodations available for individuals with disabilities