IT Help Desk Technician – Remote (Sat‑Wed, 7 am‑3:30 pm EST)

About the role

The organization is looking for a proactive IT Help Desk Technician to join its remote support team. Working from home, you will deliver Tier 1 assistance to end‑users across the United States, handling hardware, software and remote‑access issues during a Saturday‑to‑Wednesday schedule (7 am‑3:30 pm EST).

Key responsibilities

• Respond to user inquiries via phone and email, providing first‑line technical support.
• Troubleshoot and resolve hardware, software and remote‑access problems.
• Create, update and close tickets in the service‑desk platform.
• Escalate complex incidents to appropriate IT specialists and coordinate resolution.
• Contribute to the knowledge‑base by documenting solutions and process improvements.
• Monitor ticket trends to help improve service‑delivery standards.

Required profile

• Bachelor’s degree or equivalent experience.
• At least one year of IT support experience (internships considered).
• Strong troubleshooting abilities and customer‑service orientation.
• Detail‑oriented, organized and capable of working independently.
• Flexibility to work the specified schedule.

Required skills

• Experience with ticketing systems, preferably ServiceNow.
• Familiarity with common collaboration and document‑management tools.