Position Overview

Help clients troubleshoot technical questions, document issues and escalate problems that need specialist support. Review the required systems and technical skills before applying.

Key Responsibilities

• Provide first-level technical support via phone, email, and chat.
• Troubleshoot hardware and software issues for team members.
• Assist with the setup and configuration of IT equipment and software.
• Maintain and update IT documentation, including FAQs and user guides.
• Monitor and manage help desk tickets, ensuring timely resolution.
• Escalate complex issues to senior IT staff as necessary.
• Conduct basic training for team members on software and systems.
• Assist in maintaining network and system performance.
• Stay updated on new technologies and best practices in IT support.

Qualifications

• Proven experience in a help desk or technical support role.
• Strong understanding of computer systems, networks, and common software applications.
• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work independently and manage multiple tasks efficiently.
• Familiarity with help desk software (e.g., Zendesk, Freshdesk) is a plus.
• Proficiency in Microsoft Office Suite and Google Workspace.

Hiring Requirements

• Bachelor’s degree in information technology, computer science, or a related field preferred.
• Minimum of 1-2 years of experience in IT support or help desk role.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
• Strong attention to detail and customer service orientation.
• Availability to work flexible hours as needed – various USA time zones

Essential Hardware Requirements

• Reliable Computer/Laptop & Backup system
• High-Speed Internet Connection – min 10Mbps or higher
• Backup connection like a pocket Wi-Fi or 5G in phone
• Noise-Canceling Headset
• Webcam
• Workstation Setup
• Surge Protector or UPS – power backup