Information Technology Help Desk Technician- Remote

PaceMate™•, (Multiple States)

1d•$60,000 - $65,000•Remote

About The Position

PaceMate is seeking an Information Technology Help Desk Technician for a full-time, 100% remote position. This role requires a candidate with strong technical troubleshooting abilities, excellent communication skills, and the ability to provide effective remote support. In addition to responding to day-to-day user issues, the position may involve participation in technology-related projects, offering opportunities for variety and professional growth. Applicants should be comfortable working independently in a remote environment and possess both the technical expertise and customer service skills necessary to support end users successfully.

Requirements

Proven experience as a Helpdesk Technician or in a similar position.
Proficiency in troubleshooting and resolving technical issues related to computer systems, software, and hardware.
Strong knowledge of operating systems, network protocols, and software applications.
Excellent communication skills and the ability to explain technical information in user-friendly language.
Customer-oriented approach with a focus on providing high-quality service.
Windows 10/11
Mac OS
Office 365
Proficient with PowerShell
Requires a dedicated workspace with privacy and a quiet environment due to phone-based support.
Reliable high-speed internet.
Must reside and work exclusively within the contiguous United States.
Must legally be eligible to work in the United States.

Nice To Haves

Relevant certifications or a degree in Information Technology or a related field is advantageous.
MS Azure
ESET A/V
Kaseya (VSA, BMS)
Barracuda
ZScaller
MS Intune

Responsibilities

Provide technical support and troubleshooting assistance to end-users via phone, email, or in person.
Diagnose and resolve software, hardware, and network-related issues promptly and effectively.
Install, configure, and maintain computer systems, software, and peripheral devices.
Escalate complex issues to appropriate IT support teams and follow up on problem resolution.
Document, track, and monitor problems to ensure timely resolution and maintain accurate records of support requests and solutions.
Assist in maintaining and updating technical documentation and knowledge base articles for user reference.
Offer training and guidance to end-users on new technologies and applications.
Collaborate with IT team members to improve systems, procedures, and overall efficiency.
Handling user requests coming through various channels.
Assisting in assigned projects.
Other tasks as assigned.