Help Desk Technician

Every tech does a bit of everything, from printer jams to firewall rules. Lunch is usually whatever is closest to the client site.

The Help Desk Technician is the first point of contact for staff with computer, phone, printer and account problems. Our operations team closes around 600 tickets a month and needs one more person on the desk. Remote position. Most of the team is in Charlotte, but nobody is required to come in. We use Slack, Notion and Google Meet. Cameras on for team calls.

Day to day

• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID
• Keep ticket notes and time entries up to date
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone
• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice
• Escalate network, server and application problems to the right team with clear notes
• Write and update knowledge base articles for common problems

About you

• 1+ years of help desk or desktop support experience
• Customer service skills and patience with non-technical users
• Working knowledge of Windows 10/11 and basic macOS support
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting
• Experience with Active Directory user and group management

Job Type: Full-time

Pay: $24.50 - $27.50 per hour

Expected hours: 38 - 45 per week

Benefits:

• Paid time off
• Employee assistance program
• Dental insurance
• Weekly pay
• Uniforms
• Paid training
• Disability insurance

Schedule:

• Day shift
• 8 hour shift

Work Location: Remote

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Sawyer IT LLC.