IT Help Desk Support

About the role

The IT Help Desk Support role provides timely technical assistance to end‑users, ensuring issues are diagnosed, troubleshooted, and resolved efficiently. This remote position supports business operations across various shifts, delivering a positive support experience.

Key responsibilities

• Respond to IT support tickets and user inquiries promptly.
• Troubleshoot basic hardware, software, system access, network, and connectivity problems.
• Assist users with password resets, account access, email, VPN, printers, and other common IT issues.
• Provide clear instructions and status updates to end users.
• Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate unresolved Level 1 tickets to the appropriate IT support group.

Required profile

• 1–2 years of experience in an IT Help Desk, Service Desk, or Technical Support role.
• Strong responsibility, accountability, and commitment to high‑quality support.
• Stable employment history indicating long‑term career growth.
• Excellent verbal and written English communication skills.
• Ability to work independently with minimal supervision.
• Flexibility to work assigned shift schedules.

Required skills

• CompTIA A+
• ITIL 4 Foundation
• Microsoft Fundamentals (MS‑900)
• Microsoft Fundamentals (AZ‑900)
• Proficiency with ticketing systems