Help Desk Technician – Customer Service Focus (Full-Time, Remote)
Location: Remote
Schedule: Monday – Friday, Full-Time
Start Date: Immediate Opening
About the Role
We are seeking a dependable and customer-focused Help Desk Technician to join our team in a full-time remote capacity. This role is ideal for someone who is passionate about helping others, has strong communication skills, and possesses basic technical troubleshooting abilities.
The primary focus of this position is delivering excellent customer service while providing remote technical support to end users.
Key Responsibilities
Customer Service & Support
- Serve as the first point of contact for technical support requests via phone, email, and ticketing system
- Provide professional, friendly, and efficient customer service at all times
- Communicate technical information clearly to users of all skill levels
- Follow up with users to ensure complete resolution of issues
- Maintain accurate documentation of issues, troubleshooting steps, and resolutions
- Prioritize and manage multiple support requests effectively
Technical Support Duties
- Troubleshoot basic technical issues involving:
- Windows computers and laptops
- Microsoft Office and common business applications
- Password resets and account access issues
- Email support (Outlook, Office 365, etc.)
- Network connectivity and VPN access
- Printers and peripheral devices
- Provide remote support using remote access tools
- Assist with new user setup and onboarding
- Escalate complex technical issues to senior technical staff when necessary
Required Qualifications
Customer Service Requirements
- Excellent communication and interpersonal skills
- Strong customer-first mindset and professional demeanor
- Ability to work independently in a remote environment
- Strong problem-solving and critical-thinking skills
- Reliable attendance and accountability
Technical Requirements
- Basic knowledge of Windows operating systems
- Familiarity with Microsoft Office / Microsoft 365
- Basic understanding of computer hardware and software
- Ability to troubleshoot common technical issues
- Comfortable using remote support tools
Preferred Qualifications (Not Required)
- Previous help desk or IT support experience
- Experience working in a remote support environment
- Familiarity with Active Directory and user account management
- Experience with ticketing systems
- CompTIA A+, Network+, or similar certification
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Work Location: Remote
