Helpdesk Technician

Mcpc•Brook Park, OH

7d•$40,000 - $46,000•Remote

About The Position

The Level 1 Remote Helpdesk Technician provides first-line technical support to employees working in various locations. This role focuses on diagnosing and resolving basic IT issues remotely, ensuring smooth operations and minimal downtime.

Requirements

Education: Associate's degree in IT or related field (or equivalent experience).
Experience: Minimum 1 year in IT support or helpdesk environment.
Technical Knowledge:
Windows OS and Microsoft Office Suite
Active Directory and remote desktop tools
Basic networking and VPN troubleshooting
Soft Skills: Strong communication, problem-solving, and customer service skills.
Remote Work Competency: Ability to work independently and manage time effectively.

Nice To Haves

Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
Knowledge of mobile device management and cloud-based applications

Responsibilities

Respond to user requests via phone, email, chat, or ticketing system promptly and professionally.
Troubleshoot and resolve basic issues remotely, including:
Hardware (PCs, laptops, printers, mobile devices)
Software (Microsoft 365, email clients, collaboration tools)
Network connectivity and VPN access
Perform routine tasks such as password resets, account unlocks, and remote software installations.
Document all interactions in the IT ticketing system for tracking and reporting.
Escalate complex issues to Level 2 or specialized teams when necessary.
Guide users on best practices for remote work security and productivity.
Maintain SLAs for response and resolution times.