IT Help Desk Technician

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

📋 Description

• Report directly to the IT Manager.

• Deliver first-level, front-line technical assistance to internal employees and provide technical integration support for external clients.

• Diagnose, troubleshoot, and resolve issues related to software, hardware, network, and VPN connectivity.

• Create, monitor, and address support tickets using the Jira JTSM ticket management system, escalating to the IT Support Specialist when necessary.

• Troubleshoot fundamental network issues, VPN connections, and wireless connectivity for internal personnel.

• Implement and support remote access solutions, including site-to-site connectivity.

• Manage user accounts and permissions across Google Workspace and other internal systems.

• Keep precise logs of technical events, systemic issues, and their corresponding resolutions.

• Promote high customer satisfaction through prompt, professional, and clear communication.

• Perform various related IT support tasks and special projects as assigned.

⛳️ Requirements

• High School Diploma, GED Equivalent, or an equivalent combination of education and experience.

• A minimum of 2 years of professional experience in a Help Desk Technician or IT customer service support role.

• Strong understanding of computer systems, wireless connectivity, mobile devices, and core IT infrastructure, particularly Windows Operating Systems.

• Proven ability to troubleshoot technical issues and convey complex solutions in an easily understandable manner.

• Strong customer service orientation accompanied by excellent verbal and written communication skills.

• Capability to manage and prioritize a heavy workload while meeting deadlines in a fast-paced environment.

• Self-motivated individual who is curious, resourceful, eager to learn, and takes accountability for their actions.

• Willingness to work nights and weekends on a rotating basis, as required.

• Completion of the Culture Index survey is mandatory for further consideration.

🏝️ Benefits

• 100% Covered Medical

• Unlimited/Flexible PTO Policy

• Stock Options

• 401k with Employer Contribution

• Remote Work Flexibility

• 10 Paid Holidays Per Year

• Annual bonus

• Stable / Fast Growing / Exciting company

• Chance to work with first of its kind AI/ML technology

• Awesome company culture!