IT Helpdesk Technician

Pay: $25.00 - $34.00/hour

Work model: Remote

Position summary

This role is a hands-on IT support position focused on helping employees with day-to-day technology issues. The helpdesk technician will support laptops, devices, SaaS applications, onboarding and offboarding, and general IT operations while working closely with the broader IT team.

The position is best suited to someone who enjoys troubleshooting, taking ownership of problems through resolution, and learning how a small IT environment operates. It involves a mix of end-user support, documentation, and process improvement rather than repetitive password resets alone.

What you'll do

• Provide friendly and responsive technical support to employees through tickets, chat, and other support channels.
• Troubleshoot and resolve hardware, software, account, access, and SaaS-related issues.
• Support macOS and Windows devices.
• Provision, configure, troubleshoot, recover, and refresh employee laptops and other IT equipment.
• Support employee onboarding and offboarding, including device and account-related tasks.
• Assist with Google Workspace, Microsoft 365, Slack, Zoom, and other commonly used SaaS platforms.
• Maintain accurate IT asset and device records.
• Own support requests from initial troubleshooting through resolution or escalation.
• Document solutions and contribute to the internal knowledge base.
• Identify recurring issues and opportunities to improve support processes.
• Work with Systems Administrators when issues require deeper infrastructure, networking, identity, or systems expertise.
• Follow established IT and security procedures when handling employee accounts, devices, and company information.

Experience and qualifications

• Previous experience in a helpdesk, desktop support, IT support, or similar technical support role.
• Hands-on troubleshooting experience with macOS and Windows.
• Experience supporting common workplace SaaS applications.
• Strong troubleshooting skills and a willingness to dig into problems rather than immediately escalate them.
• Clear written and verbal communication skills, especially when working with non-technical employees.
• Strong organization and follow-through.
• Comfort documenting technical solutions and processes.
• Ability to work independently while knowing when to ask for help or escalate an issue.
• A patient, approachable, and service-oriented attitude.

Preferred background

• Apple/macOS administration or support.
• Mobile Device Management platforms such as Microsoft Intune, Kandji, or similar tools.
• Apple Business Manager.
• IT asset management and hardware lifecycle processes.
• Google Workspace or Microsoft 365 administration.
• Identity and access concepts such as MFA, account provisioning, SSO, and password managers.
• Supporting employees in a remote environment.
• Working in healthcare, regulated industries, or other environments where security and privacy are especially important.
• Experience working on a small IT team where technicians have broad responsibilities.

Success in the role

During the first few months, the focus is on learning the environment, tools, processes, and employees. Within 30 days, the goal is to handle common helpdesk requests with guidance from the team. Within 60 days, the technician should be independently handling a meaningful portion of employee support requests, assisting with device provisioning and hardware workflows, and contributing to documentation. By 90 days, the goal is to be a trusted and largely independent member of the helpdesk team.

Tools and systems

The environment includes Help Scout, Google Workspace, Microsoft 365, Kandji, Microsoft Intune, Apple Business Manager, Slack, Zoom, endpoint security and remote support tools, and internal documentation and knowledge management platforms.

What to expect

This role is primarily focused on end-user IT support and helpdesk operations. You will work alongside team members responsible for systems, infrastructure, security, and automation, but the emphasis is on building a strong foundation in IT support.

Benefits and support

• Competitive salaries.
• Potential equity compensation for outstanding performance.
• Flexible PTO.
• Company-wide sponsored lunches.
• Company paid disability and life insurance benefits.
• Company paid family and medical leave.
• Medical, dental, and vision insurance benefits.
• Discounted pet insurance.
• FSA/DCA and commuter benefits.
• 401k.
• Complimentary subscription to digital fitness classes and wellness content.
• Recovery suite at HQ, including a cold plunge, sauna, and shower.