Technical Helpdesk & Network Remote Support Agent II
About The Position
This is a fully remote hourly consultant position open to candidates anywhere in the USA. Candidates must have reliable high-speed internet and a quiet, professional workspace free from distractions. The role is assigned to either second or third shift. Second shift is Tuesday–Saturday, 5:30 p.m.–2:00 a.m. ET; third shift is Tuesday–Saturday or Sunday–Thursday, 12:00 a.m.–8:30 a.m. ET. Both schedules include a 30-minute unpaid lunch. Pay is $22.14 per hour. The agent resolves escalated technical issues across hardware, software, Windows OS, Microsoft 365, remote access, and network connectivity. They manage accounts and access, guide technicians through complex issues, troubleshoot independently where possible, and collaborate on incident analysis and service improvements. The role also requires accurate technical documentation and professional communication with clients, technicians, and internal support teams.
Requirements
- Two to five years of service desk, helpdesk, technical support, network support, or related IT experience; equivalent training and certifications may be considered.
- Experience troubleshooting complex technical issues and supporting escalated incidents.
- Strong troubleshooting skills across Windows OS, Microsoft 365, remote access, hardware, software, and network connectivity.
- Proficiency with account provisioning, access management, permissions, and user support.
- Strong analytical, problem-solving, and critical-thinking abilities.
- Understanding of service desk workflows, escalation procedures, and support best practices.
- Excellent written and verbal communication and technical documentation skills.
- Ability to work independently in a remote environment and manage multiple technical issues effectively.
- High school diploma or equivalent.
- Excellent verbal and written English communication skills and ability to interact professionally with a diverse group.
- Reliable high-speed internet and a quiet, professional workspace free from distractions.
Nice To Haves
- Experience with account/access management and Microsoft 365 environments.
- Experience providing technical guidance or escalation support to other technicians.
- Technical certifications or IT-related education.
- CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator, or comparable certifications.
- Actively pursuing additional technical certifications or cross-training.
Responsibilities
- Resolve escalated technical issues involving hardware, software, Windows OS, Microsoft 365, remote access, and network connectivity.
- Perform account and access management, including onboarding, offboarding, permissions, and related support tasks.
- Serve as an escalation point for technicians by providing guidance on complex technical issues and troubleshooting best practices.
- Troubleshoot and resolve most technical issues independently, escalating when appropriate.
- Analyze recurring incidents and collaborate with team members to identify root causes and recommend process improvements.
- Maintain accurate documentation of incidents, resolutions, procedures, and technical solutions.
- Support workflow improvements and initiatives designed to enhance service quality and client satisfaction.
- Maintain professional communication with clients, technicians, and internal support teams.
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What This Job Offers
Career Level
Mid Level
Education Level
High school or GED
