Remote Desktop Support Technician (3‑month contract)

About the role

This is a three‑month, remote position focused on Tier‑1 desktop support for a higher‑education environment. You will use a ticketing system to resolve basic technical issues and assist students with registration, admissions, billing, and financial‑aid inquiries.

Key responsibilities

• Receive, evaluate, and prioritize phone, email, and chat requests for hardware, software, networking, and LMS problems.
• Perform password resets, printer configuration, break/fix instructions, and other Tier‑1 troubleshooting.
• Provide student‑service support for registrar, admissions, bursar, and financial‑aid functions.
• Document all interactions in the ticketing system and generate standard incident reports.
• Escalate complex issues to Tier‑2, Tier‑3, or supervisors as needed.
• Adhere to scheduled work hours and break times using the Workforce Management application.

Required profile

• Strong customer‑service orientation and communication skills.
• Active listening and ability to build rapport with users.
• Quick learner with solid troubleshooting abilities.
• Understanding of quality and performance metrics.
• Experience in help‑desk or call‑center environments is beneficial.
• Familiarity with higher‑education institutions and Learning Management Systems is a plus.
• CompTIA certification is advantageous.

Required skills

• Microsoft Windows operating systems
• Microsoft Office applications
• Hardware and software troubleshooting
• Ticketing system usage
• Learning Management System (LMS) support