IT Help Desk – Triage Agent

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

📋 Description

• Act as the initial point of contact for incoming IT support requests via email, phone, chat, or ticketing systems

• Receive, analyze, and document technical issues, ensuring all pertinent information is recorded

• Conduct initial troubleshooting for common hardware, software, network, and access-related problems

• Assess and prioritize support tickets based on urgency, impact, and severity

• Recognize issues that need escalation and direct them to the suitable IT personnel or department

• Oversee open support tickets and follow up to guarantee timely resolutions

• Aid users with password resets, account access, software installations, and fundamental system navigation

• Keep precise records of reported issues, troubleshooting actions, resolutions, and escalations

• Convey technical information clearly and professionally to both technical and non-technical users

• Detect recurring technical issues and report patterns that may warrant further investigation

• Adhere to established IT procedures, security protocols, and support guidelines

⛳️ Requirements

• Prior experience in IT help desk, technical support, customer service, or a comparable role is preferred

• Basic knowledge of computer hardware, software, operating systems, and networking concepts

• Familiarity with ticketing systems, remote support tools, and troubleshooting methodologies

• Strong written and verbal communication abilities

• Excellent problem-solving, organizational, and time-management skills

• Capability to prioritize multiple requests and work effectively in a fast-paced environment

• Strong attention to detail and proficient documentation skills

• Ability to remain patient, professional, and supportive while assisting users with technical challenges

🏝️ Benefits

• Remote work arrangement