Remote Helpdesk Technician

Introduction: Creating Connection Through Support

In today’s digital-first world, behind every seamless employee experience is a dependable Helpdesk Technician. As a Remote Helpdesk Technician, you’ll be the friendly first point of contact for technical assistance, guiding team members through challenges with care, patience, and expertise. This position suits someone who flourishes in a supportive, service-driven technical environment, enjoys tackling challenges, and values making a meaningful difference for remote colleagues. If you believe in building strong virtual connections through clear communication and reliable service, we want to hear from you.

Key Responsibilities: Your Day-to-Day Impact

Daily Technical Support

• Provide timely and empathetic technical support to remote employees via email, chat, and video calls.
• Troubleshoot hardware issues, software glitches, network connectivity concerns, and device setup needs.

Ticket Management and Escalation

• Manage and update support tickets through an ITSM platform, ensuring quick resolution and documentation.
• Coordinate escalations to senior technicians or engineers as necessary, ensuring smooth and well-communicated handoffs.

Onboarding and Documentation

• Support onboarding of new team members by provisioning devices, setting up accounts, and walking them through essential systems.
• Document recurring issues to contribute to a self-service knowledge base.

Communication and Empathy

• Offer guidance with understanding and clarity, especially to team members unfamiliar with technical terminology.

Tools and Technologies: What You'll Use

IT Support Platforms

• Remote access platforms like TeamViewer, AnyDesk, or ConnectWise.
• Cloud-based IT service management tools such as Freshservice or Zendesk.

Communication and Productivity Tools

• Communication channels include Slack, Zoom, and MS Teams.
• Standard enterprise software includes Microsoft 365, Google Workspace, and antivirus platforms.

System and Device Management

• Device management platforms (e.g., Jamf, Intune) and network diagnostics utilities.

Work Environment: Built for People, Wherever They Are

You’ll be joining a distributed team that believes geography should never limit opportunity. We prioritize flexibility and trust, allowing you to work from the location that brings out your best.

Culture and Community

Daily check-ins foster a sense of camaraderie, while virtual coffee hours, mentorship huddles, and team Slack channels keep the spirit of teamwork alive. Our culture supports autonomy without isolation. We celebrate every win, no matter how small, and genuinely care for one another’s well-being.

Team Stories

One technician shared how a simple Friday team trivia call helped them connect with a coworker across the world going through similar challenges. That bond led to collaboration on an internal knowledge base, which has become a favorite resource across departments.

Qualifications: What You Bring to the Table

• At least 2 years of experience supporting users in a helpdesk or IT support capacity, preferably remotely.
• Demonstrated analytical thinking and genuine interest in guiding users through technology challenges.
• Proficient in Windows and macOS environments, as well as widely used office and security tools.
• Skilled at using helpdesk systems, remote desktop applications, and collaborative platforms.
• Talent for conveying complex ideas in ways that are easy to grasp.
• Awareness of cybersecurity principles and account access management.
• Composed and empathetic demeanor in pressure-filled moments.
• Enthusiasm for professional growth and keeping pace with emerging tools.

Growth and Development: Your Path Forward

This role offers more than troubleshooting—it’s a springboard into career growth. Whether your aspirations lead toward systems administration, cybersecurity, or IT project coordination, you’ll have access to mentoring programs, certifications, and cross-functional projects that broaden your scope. We believe in internal mobility and regularly promote from within.

Career Progression Example

In a recent story, one of our Helpdesk Technicians began as a support specialist and grew into a network administrator role within 18 months through mentorship and a sponsored certification.

Why Join Us: An Inclusive and Supportive Team

We are committed to building an environment where each person is respected and every background is celebrated. Our team’s diversity fuels innovation, and we continually work to create an inclusive environment where collaboration and acceptance thrive.

Our Commitment to Inclusion

We champion flexible work setups and honor global cultures through events that reflect our shared values. Belonging is at the heart of everything we do. You’ll be encouraged to express your individuality and work style freely, knowing support is always just a message away. Our community thrives on kindness, inclusion, and collaboration.

Ready to Apply? Here's Your Next Step

If you're excited to use your tech knowledge to support and uplift others in a fully remote environment, we'd love to connect with you. Apply today to become a valued part of our IT support team. Together, we'll create memorable experiences for users and make digital workspaces more efficient and humane. Join us in shaping a remote workplace where help feels personal and progress feels shared.

Annual Salary: $47,076

Equal Opportunity Statement

We’re committed to fostering equity and inclusion throughout every stage of employment. We welcome diverse experiences and recognize the strength they bring to our collective mission. Everyone here has the space to grow, contribute meaningfully, and be respected for who they are.