Remote Help Desk Technician

Summary

The Help Desk Support Technician at RT² is responsible for providing technical assistance to employees via phone, email, or chat, troubleshooting issues, documenting interactions, and following up with customers. The ideal candidate should have an associate's degree or higher in information technology, customer-oriented attitude, excellent communication skills, a strong technical background, and at least 2 years of experience working as a help desk technician or similar role.

Requirements

• Associate’s degree or higher in information technology, computer science, or a related field, or equivalent work experience
• At least 2 years of experience working as a help desk technician or a similar customer support role in a technical environment
• Proficient in using various computer systems, software, and hardware, such as Windows, Mac, iOS, Android, Microsoft Office, antivirus, etc
• Familiar with common technical issues and troubleshooting methods, such as network connectivity, printer configuration, software installation, password reset, etc
• Excellent oral and written communication skills, with the ability to explain technical concepts in simple and understandable terms
• Customer-oriented and empathetic, with the ability to handle difficult or frustrated customers professionally and politely
• Detail-oriented and organized, with the ability to document and track customer interactions and issues accurately and efficiently
• Ability to work independently and as part of a team, and to prioritize and manage multiple tasks and deadlines
• Willingness to work flexible hours, including nights, weekends, and holidays, as needed

Responsibilities

• Serve as the first point of contact for employees who need technical assistance with their computer systems, software, or hardware
• Communicate with employees via phone, email, or chat, and provide clear and courteous instructions and information
• Perform remote troubleshooting using diagnostic tools and techniques and ask relevant questions to determine the root cause of the problem
• Provide effective solutions based on the issue and the employee needs and guide them through the steps to implement them
• Document the employee interactions, the problem description, the solution provided, and the resolution status in the help desk system
• Escalate complex or unresolved issues to the next level of support, and coordinate with them to ensure timely resolution
• Follow up with employees to verify that the problem has been solved, and provide additional assistance or information as needed

Benefits

• Remote, flexible working options
• Competitive compensation
• Generous STI and LTI provisions
• Health, Dental and Vision Insurance
• Paid Annual Leave
• Paid Sick Leave
• 401K, and more