Job description
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 1 0 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.
