IT Service Desk Technician

IT Service Desk Technician

This is a Fully Remote Position within the chosen locations

On-call rotation (once every five weeks)

All-day coverage on Saturdays, Sundays, and holidays.

Candidates will not be on call during their first three months.

Role Overview & Responsibilities:

The Service Desk operates Monday to Friday, 7 AM – 7 PM EST. This role will work the 10 AM – 7 PM EST shift.

Responsibilities include:

· Managing IT tickets via ConnectWise Manage.

· Creating and decommissioning user accounts and PCs.

· Troubleshooting printer, email, and hardware/software issues.

· Coordinating with vendors (HP, Dell) when needed.

· Ensuring clear documentation of troubleshooting steps in the ticketing system.

· Strong communication skills are required as the candidate will use Teams messaging to coordinate with internal teams and escalate issues.

· Answering calls and emails from customers and logging their queries into the ticketing system.

· Diagnosing and resolving technical issues related to hardware, software, and network connectivity.

· Escalating complex issues to other IT teams when necessary.

· Troubleshooting problems remotely using remote desktop software.

· Providing basic training and support to users on commonly used applications and software.

· Maintaining and updating technical documentation and knowledge base articles.

Technical & Training Requirements:

Candidate Experience Requirements:

· 2–3 years of experience in technical support or IT helpdesk.

· Open to fresh graduates with a degree in computer science or related fields, provided they have strong technical aptitude and willingness to learn.

· Strong customer service skills are highly valued.

Qualifications:

· Clear verbal/written communication skills over the phone and in person with both technical and non-technical persons

· Ability to multi-task, prioritize, and remain calm under pressure

· Willingness to work flexible hours, including evenings and weekends as required.

· College degree or higher in IT Networking.

· Microsoft Certification(s) - Preferred.

· Net+ Certification.

Work Environment & On-Call Rotation:

· Escalation support is available via Teams chats for troubleshooting assistance.

· On-call rotation (once every five weeks):

· 7 PM – 7 AM EST (Monday–Friday).

· All-day coverage on Saturdays, Sundays, and holidays.

· Candidates will not be on call during their first three months.

Preferred certifications:

· Microsoft 365 Fundamentals (preferred).

· CompTIA A+ (optional but beneficial).

· If not certified, the candidate will be expected to obtain one within six months of employment.

· The first two weeks will be dedicated to training on:

· ConnectWise Manage and internal processes.

· Shadowing senior technicians to learn escalation workflows.