Tier 1 Help Desk Technician, Eastern Time Zone Shift

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

📋 Description

• Deliver outstanding customer service through phone interactions and remote technical assistance.

• Guide clients through diagnostic steps to pinpoint and rectify issues.

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

• Respond to and log support inquiries utilizing established protocols.

• Conduct maintenance tasks on end-user devices.

• Offer continuous user education and self-resolution solutions to clients.

• Set up, troubleshoot, and configure PCs, printers, peripherals, and networking equipment.

• 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 software, Microsoft Windows 7 and later, Microsoft Office 2010 and later, Microsoft Office 365, Apple OS, and related systems.

• Cultivate client relationships while aiding with hardware, software, peripheral devices, and specialized dental imaging products.

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

⛳️ Requirements

• Exceptional verbal and written communication abilities.

• Demonstrated time management capabilities.

• Proven dependability and the ability to work autonomously.

• Strong customer service skills.

• Analytical thinking and troubleshooting abilities.

• 1–2 years of experience in customer service.

• Preferred 1–2 years of experience in technical support.

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

• Availability for hours from 7:00 am to 4:00 pm EST.

• Capability to provide limited Saturday coverage as part of an on-call rotation.

🏝️ Benefits

• Opportunity for remote work.

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

• Exposure to a diverse range of hardware, software, peripheral devices, and specialized dental imaging products.

• Experience in ongoing user training and self-fix solutions.