Level 3 IT Helpdesk Technician

Full Time

Permanent

Remote

SUMMARY

We want individuals who bring more than just technical know-how. Tell us what you can bring to the table, how you meet the requirements, and what your vision is for building an environment you’ll be proud of.

We work in a dynamic, fast-paced environment supporting a diverse range of clients with cutting-edge technology solutions. If you’re passionate about technology, love solving complex problems, and are ready to grow your career, we want to hear from you!

RESPONSIBILITIES

Provide first-level technical support to clients via phone, email, and remote access.
Diagnose and resolve hardware, software, and network issues for multiple clients.
Install, configure, and maintain computer hardware, software, and peripherals.
Troubleshoot Windows Desktop and Microsoft Office applications.
Assist with user account management, including password resets and access provisioning.
Monitor and respond to helpdesk tickets promptly, ensuring SLAs are met.
Escalate complex issues to higher-level support teams when necessary.
Document and track issues, resolutions, and procedures in the helpdesk system.
Conduct remote troubleshooting and provide clear instructions to clients.
Assist with IT projects for clients, such as system upgrades, deployments, and email migrations.
Deliver excellent customer service and ensure client satisfaction.

WHAT WE'RE LOOKING FOR

Excellent communication skills, with the ability to explain technical concepts to non-technical users.
Experience in an MSP environment is a plus.
Strong knowledge of Windows and macOS operating systems.
Experience with Active Directory and Office 365 administration.
Familiarity with networking concepts and remote desktop tools.
Strong skills in creating and maintaining accurate and clear technical documentation.
Demonstrated expertise in at least 3 of the following areas, with the ability to learn others quickly:
- RMM tools (e.g., Datto)
- PSA/Helpdesk systems (e.g., HaloPSA)
- Remote Access tools (e.g., ConnectWise)
- Windows/Linux Servers
- Windows/Linux/Mac Desktops (Hardware and Software)
- Backup solutions
- Microsoft 365 administration
- Microsoft Office troubleshooting
- PowerShell scripting
Strong problem-solving abilities and attention to detail.
Ability to work independently and collaboratively within a team.
Quick learner with a growth mindset.
Self-starter with a proactive and positive attitude.
Intellectually curious and passionate about exploring new technologies and solutions.

Nice to Have:

Networking: Basic to intermediate knowledge of networking principles and equipment.
VOIP/Phones: Familiarity with VOIP systems and telephony.
Print: Experience in managing and troubleshooting print environments.
Security: Understanding of IT security principles and practices.