Job Description

We’re looking for a Help Desk Technician to join a structured, tiered IT support team. This role involves providing remote and occasional in-person support to end users, ensuring smooth day-to-day technology operations. The ideal candidate is proactive, eager to learn, and patient when assisting users who may not be tech-savvy.
Responsibilities
Troubleshoot and resolve technical issues using ServiceNow (or similar ticketing system) and Dameware (SolarWinds) for remote support.
Provide in-person support for desktops, printers, and network connectivity as needed.
Configure and maintain Windows 10 (some Windows 7) environments, Office 365, Cisco WebEx, MS Teams, and assist with basic networking/IP troubleshooting.
Manage Active Directory (user/group/permissions), OneDrive, and support Dell hardware.
Provide support for mobile devices (iPhone, Android, tablets) and MiFi hotspots.
Collaborate with Tier 1 support to handle escalations and ensure timely resolution of all tickets.
Occasionally travel (10%) to support other office locations.
Assist with basic systems administration tasks, including managing user accounts, permissions, and configurations.
Qualifications
5–7 years of experience in a Tier 2 or Tier 3 Help Desk or IT Support role.
Strong remote and in-person troubleshooting skills.
Proficient with Windows environments, Active Directory, Office 365, OneDrive, and basic networking concepts.
Hands-on experience supporting Dell computers and printers.
Familiarity with ServiceNow or similar ITSM systems.
Excellent communication skills with the ability to support non-technical users patiently.
Ability to diagnose unfamiliar technical issues and escalate appropriately.
Some systems administration experience required (user management, group policy, permissions).

Job Tags

Work at office, Remote work,

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