Helpdesk Technician
đź“Ť Location: Remote (NA & EU)
đź“Ś Department: System Administration
đź•’ Type: Full-Time
Overview
We are seeking a Helpdesk Technician to provide frontline technical support for our virtual helpdesk. This role involves assisting users with hardware, software, and network-related issues, ensuring a smooth and efficient IT support experience. The ideal candidate is customer-focused, eager to learn, and comfortable troubleshooting a variety of technical problems in a fast-paced environment.
Key Responsibilities
User Support & Troubleshooting
- Respond to user inquiries via phone, email, or chat, providing first-line technical support.
- Troubleshoot hardware and software issues on desktops, laptops, and mobile devices (Windows, macOS, Linux).
- Assist users with network connectivity problems, including VPN access and basic network troubleshooting.
- Provide guidance and training to users on software tools, security best practices, and IT policies.
System & Software Management
- Install, configure, and maintain operating systems and applications.
- Assist in deploying software updates, security patches, and system configurations.
- Maintain IT asset inventory, ensuring accurate tracking of devices and software licenses.
- Document and manage support requests in a ticketing system, ensuring timely resolution and follow-ups.
Onboarding & Maintenance
- Set up and configure workstations for new employees, ensuring a seamless onboarding experience.
- Conduct routine maintenance and performance checks on IT equipment.
- Support system administration tasks by monitoring system performance and assisting with server and network troubleshooting.
Collaboration & Continuous Learning
- Escalate complex technical issues to higher-level support teams when necessary.
- Assist in implementing new IT solutions and system upgrades under senior administrator guidance.
- Stay up to date with emerging technologies, security updates, and industry best practices.
Requirements
- Associate’s degree in Information Technology, Computer Science, or a related field (Bachelor’s degree preferred).
- 1-2 years of experience in a technical support or helpdesk role, with exposure to system administration tasks.
- Strong knowledge of Windows, macOS, and Linux operating systems.
- Experience troubleshooting hardware, software, and network-related issues.
- Familiarity with ticketing systems and IT service management (ITSM) tools.
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
- Strong customer service orientation with excellent communication and interpersonal skills.
- Ability to multi-task, prioritize, and work effectively in a remote environment.
- Preferred certifications: CompTIA A+, Microsoft Certified, or similar credentials.
- Willingness to learn and expand responsibilities in IT support and system administration.
Working Conditions
- Fully remote role with occasional travel requirements.
- Participation in on-call rotations to support 24/7 system availability.
This is a great opportunity for a motivated IT professional looking to grow in a technical support and system administration career while working in a collaborative, remote-first environment.
