Senior Helpdesk Technician

Position Overview:

We are seeking a skilled and experienced Remote Senior Helpdesk Technician to provide advanced technical support to our clients and internal teams. The ideal candidate will have strong troubleshooting abilities, excellent communication skills, and the ability to manage complex issues efficiently in a remote environment.

Key Responsibilities:

Provide remote technical support and troubleshooting for hardware, software, network, and system issues.

Assist end-users with setup, configuration, and problem resolution for desktops, laptops, mobile devices, and peripherals.

Manage and resolve escalated tickets with minimal supervision, ensuring timely and effective solutions.

Document support activities, solutions, and procedures accurately in the ticketing system.

Perform system updates, patches, and maintenance tasks remotely.

Monitor and maintain client systems to ensure optimal performance and security.

Collaborate with other IT team members to resolve complex technical issues.

Provide training and guidance to end-users on new technologies and best practices.

Contribute to the development of support policies, procedures, and documentation.

Stay current with emerging technologies and industry best practices.

Qualifications:

Proven experience as a Helpdesk Technician or Support Specialist, preferably in a remote setting.

Strong knowledge of Windows, macOS, and Linux operating systems.

Experience with networking concepts, VPNs, firewalls, and remote access tools.

Familiarity with ticketing systems and remote support tools.

Excellent problem-solving and analytical skills.

Exceptional communication and interpersonal skills.

Ability to prioritize tasks and manage time effectively in a remote environment.

Relevant certifications (CompTIA A+, Network+, Microsoft Certified, HDI, etc.) are a plus.

Benefits

Incentive Bonus Plans

Comprehensive Medical, Dental, and Vision benefits

401K with Company Match

9 Paid Holidays

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave