IT Helpdesk Support

Summary

Join our team as a Remote IT Helpdesk Support Specialist! This role involves providing technical support, managing systems, and handling ticketing systems. You will troubleshoot hardware, software, and network issues, manage user accounts, and ensure system security. Experience with ticketing systems and strong troubleshooting skills are essential. The position offers a remote work environment and various benefits, including health insurance, performance incentives, and paid training. We are looking for a proactive problem-solver with excellent communication skills and the ability to work US business hours.

Requirements

• At least 1 year of proven experience as an IT Helpdesk Support, Technical Support Representative, or Systems Administrator
• Strong troubleshooting skills for Windows, MacOS, and cloud-based applications
• Experience with ticketing systems such as Zendesk, Freshdesk, ServiceNow, or similar
• Proficiency in Google Workspace (Gmail, Drive, Sheets, Calendar) and Microsoft Office (Word, Excel, Outlook)
• Familiarity with remote desktop tools, VPNs, and cloud services
• Knowledge of user account management, network configurations, and security best practices
• Excellent English communication skills, both written and verbal
• Strong organizational and time management skills
• Proactive problem-solver with keen attention to detail
• Ability to work on a graveyard shift and adapt to US business hours
• USB Headset with Noise Cancellation feature
• Working Webcam
• Computer with at least 1.8 GHz processor and at least 4GB RAM
• Main Internet Service Speed: at least 25 Mbps cable connection
• Backup Internet Service Speed: at least 10 Mbps

Responsibilities

• Provide remote IT support via phone, email, and chat
• Diagnose and resolve hardware, software, and network issues
• Assist users with login issues, password resets, remote access, and system performance concerns
• Manage user accounts, permissions, and security settings
• Ensure systems are updated, patched, and maintained to prevent downtime
• Monitor system performance and proactively identify areas for improvement
• Log, track, and manage IT support requests through a ticketing system
• Prioritise and escalate tickets as needed to ensure timely resolution
• Document troubleshooting steps and resolutions for future reference
• Assist in onboarding new users by setting up accounts and providing IT orientation
• Create user guides, FAQs, and workflow documentation to improve efficiency
• Enforce IT policies and security protocols to protect company data and assets
• Monitor and mitigate potential security threats and vulnerabilities
• Assist with software installation, updates, and troubleshooting
• Manage IT inventory, including hardware, licenses, and subscriptions
• Provide technical recommendations to enhance IT processes and infrastructure

Benefits

• Health Insurance (HMO)
• Performance Incentives
• Job Security and Stability
• Paid Training
• Inclusive Culture
• Upskilling Opportunities
• 100% Work-From-Home
• Exceptionally Supportive Team
• Opportunities for Career Growth
• Fun Work Environment
• Holiday & Overtime Pay