[Remote] IT HELPDESK REMOTE SUPPORT TECHNICIAN
Note: The job is a remote job and is open to candidates in USA. Advancing Opportunities is a company that provides shared services to enhance mission and vision for its affiliates. The IT Helpdesk Remote Support Technician role involves providing technical assistance and support for computer systems, ensuring timely resolution of IT issues while maintaining customer satisfaction.
Responsibilities
- Serve as the initial point of contact for IT support requests via phone, email, chat, or ticketing system
- Troubleshoot hardware, software, and network issues, including Windows, macOS, Office 365, printers, and mobile devices
- Support end-user access to systems, including password resets, account management, and application support
- Use remote management and monitoring (RMM) tools to diagnose and resolve issues efficiently
- Document all support activities in the ticketing system, including resolution steps and follow-ups
- Escalate complex issues to Tier 2 or Tier 3 technicians as needed
- Assist with software installations, system updates, and basic configuration tasks
- Follow standard operating procedures (SOPs) and contribute to the knowledge base for recurring issues
- Maintain security best practices when handling user data and credentials
- Ensure timely follow-up and closure of support tickets
- Provide excellent customer service and maintain professionalism in all interactions
- Participate in after-hours or on-call rotation as needed
Skills
- 1–3 years of experience in a helpdesk or IT support role (MSP experience a plus)
- Strong knowledge of Windows and macOS operating systems
- Experience with Microsoft 365, Azure AD, and common business applications
- Familiarity with RMM and ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk, or similar)
- Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN)
- Excellent written and verbal communication skills
- Customer-oriented with a friendly, professional demeanor
- Strong troubleshooting and problem-solving abilities
- Ability to work independently in a remote environment
- Reliable internet connection and a quiet workspace
- CompTIA A+, Network+, or equivalent certification
- Experience supporting cloud-based applications and remote workforce environments
- Basic knowledge of scripting (PowerShell, Bash) is a plus
- Experience with multi-client or multi-tenant environments
Company Overview