Provides Tier 1 and Tier 2 technical support for hardware, software, access, networking, and account issues. Configures devices, manages user accounts, documents and tracks tickets, supports onboarding and offboarding, applies updates and security patches, and escalates complex problems. The role also develops user documentation, identifies recurring issues, and follows up to confirm resolution while maintaining strong service quality and security practices.
The Help Desk Technician is the first line of technical support for employees, resolving hardware, software, and access issues so that teams can keep working. You’ll troubleshoot remotely, document each issue clearly, and escalate when a problem needs deeper expertise. The role suits someone who is patient, methodical, and good at explaining technical concepts in plain language.
Key responsibilities
- Provide Tier 1 and Tier 2 technical support by phone, chat, email, and remote-access tools
- Diagnose and resolve issues with operating systems, productivity software, printers, peripherals, and network connectivity
- Set up, configure, and troubleshoot laptops, mobile devices, and workstations for remote employees
- Create, modify, and deactivate user accounts, permissions, and passwords, including multi-factor authentication resets
- Log, prioritize, and track all requests in the ticketing system, with accurate and complete notes
- Escalate complex or unresolved issues to senior IT staff with clear documentation of steps already taken
- Support onboarding and offboarding by preparing equipment and account access
- Install software updates and security patches, and help enforce security policies
- Identify recurring problems and recommend fixes or knowledge base articles
- Create and maintain user guides, FAQs, and troubleshooting documentation
- Follow up with users to confirm issues are fully resolved
Required qualifications
- 1+ years of help desk, IT support, or technical support experience
- Working knowledge of Windows and macOS, Microsoft 365 or Google Workspace, and common troubleshooting methods
- Understanding of basic networking concepts such as Wi-Fi, VPN, DNS, and IP
- Experience with a ticketing system such as Zendesk, Jira Service Management, or ServiceNow
- Strong written and verbal communication, with the ability to explain technical issues to non-technical users
- Ability to manage multiple tickets and prioritize by urgency
Preferred qualifications
- CompTIA A+, Network+, or Google IT Support certification
- Experience with remote support tools and endpoint management platforms
- Familiarity with identity and access management tools such as Okta or Azure AD
- Prior experience supporting a fully remote workforce
Work environment and requirements
- Reliable high-speed internet and a dedicated, quiet workspace
- Availability during scheduled support hours, which may include some evening or rotating coverage
- Commitment to protecting company data and following security best practices
Success measures
First-contact resolution rate, ticket response and resolution times, user satisfaction scores, and quality of documentation.
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