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IT Help Desk Technician - 17740

Somewhere
Remote
$1,500 - $1,800 USD yearly
Role:  IT Help Desk Technician
Working Hours: 7AM - 4PM (Mon - Fri) EST
Salary Range: $1500 - $1800 USD per month (The final offer is at the client’s discretion and depends on the candidate’s interview result, skills, and experience.)
Type of contract: Independent Contractor 
Type of job: Remote
 

Key Responsibilities:

  • Provide first-level and limited second-level technical support to end users via

ticketing system, phone, email, and remote support tools.

  • Troubleshoot and resolve issues related to workstations, laptops, mobile devices,

printers, and peripherals.

  • Support common business applications and services, including Microsoft 365

(Outlook, Teams, OneDrive, SharePoint) and approved line-of-business software.

  • Perform user account support tasks such as password resets, MFA assistance,

group membership updates, and basic permission changes, in accordance with

documented procedures and access controls.

  • Accurately document incidents, service requests, troubleshooting steps, and

resolutions within the ticketing system.

  • Escalate system-level, network, infrastructure, or security-related issues promptly to internal IT or designated vendors.
  • Provide professional, courteous, and customer-focused support with clear

communication and timely follow-up.

  • Adhere to company IT standards, security requirements, policies, and documentation procedures at all times.
  • Identify recurring issues and recommend improvements to support processes,

documentation, and end-user training materials.


Key Qualifications:

  • Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent practical experience.
  • Minimum of 2 years of experience in a help desk, service desk, or technical support role.
  • Working knowledge of:
    • Windows 10/11 and basic macOS support
    • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
    • Basic Active Directory / Azure AD user support
    • PC hardware, printers, and mobile devices
    • Remote support tools and ticketing systems
  • Understanding of IT service management concepts, including incident management, service requests, escalation procedures, and documentation standards.
  • Strong troubleshooting, problem-solving, and time-management skills.
  • Ability to communicate technical concepts clearly to non-technical users.
  • Highly organized, detail-oriented, and capable of managing multiple tickets and

competing priorities.

  • Professional demeanor with a strong customer service mindset.
  • Experience supporting manufacturing, construction, or multi-site environments

preferred.

  • Excellent written and verbal English communication skills.