Helpdesk Technician I

Remote (United States)

About the Role

We are seeking a Helpdesk Technician I to serve as the first point of contact for users requesting technical assistance and reporting IT-related issues. This role provides day-to-day support for the implementation, troubleshooting, maintenance, and administration of client IT environments across both on-premises and cloud-based infrastructures.

The ideal candidate will have experience supporting diverse IT systems, networks, applications, and end-user technologies while delivering exceptional customer service and technical expertise. This position is well-suited for a motivated professional who enjoys solving problems, working independently, and supporting a wide range of technologies in a fast-paced managed services environment.

Status: Full-Time

Compensation: $26.44 - $32.69 per hour

What You'll Do

• Provide exceptional customer support in a fast-paced remote managed services environment.
• Serve as the initial point of contact for users requesting technical assistance.
• Remotely troubleshoot and resolve issues involving end-user hardware, software, and cloud services.
• Support desktop and server operating systems, including Windows, macOS, and Linux.
• Administer and support Microsoft 365 services, including Azure, Teams, OneDrive, and SharePoint.
• Support networking infrastructure, including firewalls, switches, wireless access points, and related devices.
• Provide support for line-of-business applications.
• Assist with on-premises and cloud-based backup and disaster recovery solutions.
• Support hardware peripherals including printers, monitors, docking stations, webcams, and related devices.
• Provide support for mobile devices and mobile device management platforms.
• Provide escalation support when necessary for Level I Helpdesk personnel.
• Assist with onboarding and offboarding of users, systems, and client environments.
• Deploy, configure, and maintain security tools and management agents.
• Maintain accurate ticket notes, documentation, and time entries within the helpdesk ticketing system.
• Create and maintain detailed documentation for internal and client IT environments.
• Coordinate with third-party vendors to resolve technical issues when required.
• Support ongoing operation, maintenance, and improvement of client IT systems and infrastructure.

Required Qualifications

• Minimum 1 year of experience working for a Managed Service Provider (MSP).
• Minimum 3 years of experience working in an Information Technology Helpdesk environment using remote support tools.
• Experience using helpdesk ticketing systems for incident tracking and time entry.
• Experience with ConnectWise Manage preferred.
• Prior experience using Remote Monitoring and Management (RMM) tools such as Automate, LabTech, Continuum, NinjaOne, or similar platforms.
• Strong customer service skills with the ability to deliver professional support in all situations.
• Excellent troubleshooting, problem-solving, verbal communication, and written communication skills.
• Experience supporting Microsoft Windows desktop and server operating systems.
• Experience administering Microsoft 365 and Azure environments.
• Proficiency with Microsoft Active Directory and Group Policy.
• Moderate networking experience including troubleshooting and configuration of TCP/IP, Wi-Fi, and VPN technologies.
• Knowledge of Microsoft cloud technologies including Microsoft 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot.
• Knowledge of scripting and automation tools is a plus.
• Demonstrated ability to work effectively within a team environment.
• Must be authorized to work for any employer within the United States.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Experience with cybersecurity technologies and security-focused environments.
• Experience with Multifactor Authentication (MFA).
• Experience with encryption technologies.
• Experience with SIEM and SOAR platforms.
• Experience with Endpoint Detection and Response (EDR) solutions.
• Microsoft certifications including MD-100, MD-101, AZ-900, or AZ-104.
• CompTIA Security+ certification.
• CompTIA Network+ certification.
• Excellent organizational skills and the ability to manage competing priorities.
• Ability to work independently, remotely, and collaboratively within a team environment.

Work Environment

• Fully remote position within the United States.
• Occasional travel to client locations may be required.
• Participation in on-call rotations, shift coverage, and evening support may be required.