IT Helpdesk Technician

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

📋 Description

• Configure and dispatch equipment for employee utilization

• Oversee work orders and requests while troubleshooting tickets within established timelines

• Manage help desk requests, including ticket updates, status tracking, data entry, and information collection for user support

• Re-image laptops and desktops for redeployment purposes

• Install IT standards, operating systems, and standard software applications

• Respond to user inquiries related to the operation of computer software and hardware

• Document and maintain an IT knowledge base along with an inventory of assets and equipment

• Create and uphold technical documentation and procedures, or instruct users on proper usage of hardware and software

• Install, maintain, support, and troubleshoot operating systems, software applications, peripheral devices, and network connectivity

• Resolve employee computer issues remotely via email, chat, phone, or in person

• Create, modify, and delete user accounts as needed

• Assist with scripting and automation initiatives

• Uphold security standards and manage patching across supported endpoints

• Collaborate to address and resolve information technology challenges

• Undertake other IT-related responsibilities or assigned projects

⛳️ Requirements

• Strong verbal and written communication skills in English

• Detail-oriented, dependable, cooperative, possessing integrity, and analytical skills

• Bachelor's degree in an IT-related discipline or over 3 years of relevant hands-on experience

• Proficiency in MS Windows and Mac OS X operating systems

• Exceptional organizational and prioritization abilities; capable of evaluating priorities based on business impact amidst competing demands

• Strong interpersonal and influencing skills with the capacity to build credible relationships across various business functions

• Ability to manage multiple concurrent projects and tasks, shifting focus as necessary

• Aptitude for adapting to swiftly changing priorities

• More than 3 years of relevant experience in corporate IT support operations, ideally within a high-growth, dynamic SaaS setting

• Familiarity with regulatory compliance standards such as SOX, PCI, and other pertinent frameworks

• Understanding of IP Addressing, DHCP, DNS, and fundamental routing

• IT certifications are advantageous

• Preference for candidates with experience in IT for a publicly owned company based in the United States

• Outstanding written and verbal communication skills in the English language

• Proven track record of working with US-based business teams

• Capability to operate during core US business hours/time zone expectations, with overlap in Eastern Standard Time (EST)

• A quiet, dedicated workspace and a reliable internet connection with a minimum speed of 50 Mbps

🏝️ Benefits

• Comprehensive health, life, and financial wellbeing coverage

• Medical insurance

• Accident insurance

• Retirement benefits

• 12 company-paid holidays

• 2 flexible holidays

• Privilege/earned leave

• Casual/sick leave

• Paid maternity and paternity leave

• Weekly wellness events