IT Help Desk

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Core Areas: MacBook & PC Support, macOS Troubleshooting, Hardware & Software Support, Network Connectivity, Salesforce, Jira, Remote Employee Support, Knowledge Base Documentation

Compensation: $50,000–$65,000 per year

About the Role

The IT Help Desk role provides frontline technical support to employees under the supervision of an IT Help Desk Supervisor. The position focuses on troubleshooting company-issued MacBooks and PCs, resolving hardware, software, and network issues, assisting with software installations, and supporting business applications including Salesforce and Jira.

This role also provides remote technical assistance to off-site employees and helps resolve system crashes, application errors, connectivity problems, and microphone or audio issues. Responsibilities include guiding employees in the effective use of technology, documenting troubleshooting activity and resolutions, contributing to internal knowledge base resources, and escalating complex or unresolved issues to higher-level IT personnel.

What You'll Do

• Provide technical support for hardware, software, and network issues involving company-issued MacBooks and PCs.
• Troubleshoot company applications, including Salesforce and Jira, and assist employees with software-related issues.
• Diagnose and resolve common computer problems, including system crashes, application errors, connectivity issues, and microphone or audio problems.
• Provide remote technical support to off-site employees to maintain consistent IT service across the organization.
• Assist employees with the effective use of technology by providing training, guidance, and practical best practices.
• Maintain accurate records of support activities, troubleshooting steps, and issue resolutions.
• Contribute to internal knowledge base articles and self-service support resources.
• Escalate complex or unresolved technical issues to higher-level IT personnel with relevant troubleshooting details and documentation.
• Perform other duties as assigned.

Qualifications

Required Experience

• Proven experience supporting Mac computers, including hardware troubleshooting and macOS software support.

Required Skills

• Strong technical troubleshooting skills with the ability to diagnose hardware, software, and computer-related issues efficiently.
• Strong analytical and problem-solving skills for identifying and resolving technical problems.
• Excellent written and verbal communication skills for supporting employees and explaining technical information clearly.
• Ability to manage multiple priorities effectively in a fast-paced environment.
• Customer-focused approach with patience and a strong desire to help users resolve technology issues.

Preferred Qualifications

• Familiarity with Salesforce and Jira.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Collaborative and inclusive work environment.
• Meaningful work supporting healthcare accessibility and improved patient outcomes.