Service Desk Technician
About The Position
This is a remote, full-time, contract-to-hire position that provides first-level technical support for hardware, applications, operating systems, and networking. The role serves as the first responder for all incidents and service requests, ensuring issues are resolved, properly routed, or escalated while maintaining clear and professional communication with users regarding status and resolution. Candidates must reside in one of the following states : Florida, Georgia, Indiana, Iowa, Kentucky, Michigan, Minnesota, New Jersey, Ohio, Oklahoma, Texas The position offers a starting pay rate of $19.50 per hour , with a standard work schedule of 7:00 AM–4:00 PM EST .
Requirements
- Associate’s Degree in Information Technology or equivalent years’ experience in IT Support or related field
- Proven experience performing in a remote office environment
- Experience administering Microsoft Windows operating systems and Office products
- Strong understanding of Active Directory and Microsoft 365 administration
- Working knowledge of TCP/IP network protocols
- Experience with Windows Server environments
- Excellent communication and interpersonal skills
- Problem-solving and analytical skills to troubleshoot and resolve technical issues.
- Ability to manage multiple tasks and meet deadlines in a fast-paced environment.
- Strong attention to detail and organizational skills.
Nice To Haves
- CompTIA A+ and/or Network+ - Preferred
Responsibilities
- Act as the initial point of contact for technical support, assisting users via phone, chat, and ticketing systems.
- Ensure all requests are promptly resolved, appropriately routed, or escalated as needed for timely resolution.
- Deliver technical support for computer hardware, software, networks, telephony systems, and peripherals.
- Manage user accounts, including password resets, permissions, and group assignments, ensuring secure and efficient access control.
- Diagnose and resolve technical issues remotely, providing effective troubleshooting for a wide range of IT concerns.
- Consistently meet or exceed established Service Level Agreements (SLAs) for issue resolution, maintaining high standards of customer service.
- Adhere strictly to all IT policies and procedures, including compliance with HIPAA, PCI, and Hi Trust requirements.
- Continuously expand technical expertise through self-directed learning and practical experience.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
