Help Desk Technician (Level 1-2)

This is a remote position.

This is an exciting opportunity to serve as the technical backbone of a growing organization. As the Help Desk Technician (Level 1–2), you’ll tackle a wide range of technical challenges across multiple remote sites — from troubleshooting connectivity issues to resolving hardware and software problems. Collaborating with a skilled three-person IT team, you’ll enhance your expertise in Windows environments, networking, and end-user support while making a direct impact on business operations across dozens of locations.

• Act as the first point of contact for IT support across 50+ remote business locations
• Manage and resolve Level 1 & Level 2 technical support tickets
• Provide phone-based troubleshooting and clear technical guidance to users
• Diagnose and resolve issues using remote desktop tools
• Maintain accurate documentation and update internal knowledge bases
• Handle approximately 60 support tickets weekly with a focus on quality resolution
• Communicate complex technical solutions in simple, user-friendly terms
• Support users experiencing connectivity or system access issues
• Collaborate with IT management during daily check-ins while working autonomously

• Proven experience with Windows OS and advanced troubleshooting
• Solid understanding of networking concepts and remote connectivity
• Strong verbal communication and customer service skills
• Previous experience in IT help desk or technical support roles
• Ability to work independently with minimal supervision
• Must have a Windows-based computer (Mac systems not supported)
• IT certifications or formal technical training preferred
• Microsoft certifications highly valued
• Experience with ticketing systems and documentation best practices

• HMO Coverage for eligible locations

• Permanent Work-From-Home

• Immediate Hiring