Tier 1 Help Desk Technician

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

📋 Description

• Deliver exceptional customer service through phone assistance and remote technical support.

• Guide clients through diagnostic processes to pinpoint and rectify errors.

• Liaise with vendors to request services, provide updates, and resolve outstanding tickets.

• Follow established protocols for responding to and documenting support inquiries.

• Conduct maintenance tasks on end-user devices.

• Offer ongoing training and self-help solutions to clients.

• Set up, troubleshoot, and configure PCs, printers, peripherals, and network devices.

• Manage password resets, drive mapping, and user account configurations.

• Execute Tier 1 troubleshooting, configuration, and administration for printers, wireless networks, server-based print queues, antivirus and firewall applications, Microsoft Windows 7 and newer, Microsoft Office 2010 and newer, Microsoft Office 365, Apple OS, and other related technologies.

• Provide limited support on Saturdays as part of an on-call rotation.

⛳️ Requirements

• Strong verbal and written communication abilities.

• Demonstrated time management skills.

• Proven reliability and capacity to work independently.

• Outstanding customer service skills.

• Proficient problem-solving and troubleshooting capabilities.

• 1-2 years of experience in customer service.

• 1-2 years of preferred experience in technical support.

• Bachelor's degree in Information Technology or Computer Science is preferred.

• Availability from Monday to Friday, 11:00 am to 8:00 pm EST (8:00 am to 5:00 pm PST).

• Willingness to work a rotating Saturday shift.

🏝️ Benefits

• Opportunity for remote work.

• Limited Saturday coverage as part of an on-call rotation schedule.