Job Summary

The Elite Job is seeking a skilled and proactive Remote IT Help Desk Technician (Level 1 – 3) to join our dynamic team. As a key member of our IT support department, you will provide technical support and solutions to end users, addressing a range of IT issues via phone, email, and remote tools. You will assist with troubleshooting hardware and software issues, managing technical requests, and ensuring all systems run smoothly. If you have a passion for IT support and enjoy solving complex technical challenges, this is the role for you.

Key Responsibilities

• Provide first-line to third-line technical support to end users via various channels, including phone, email, and remote desktop tools.
• Troubleshoot hardware, software, and network issues, escalating complex problems to higher-level technicians as needed.
• Ensure all technical support tickets are logged, tracked, and resolved in a timely manner, maintaining a high level of customer satisfaction.
• Maintain and update knowledge base articles to improve team efficiency and provide users with self-service solutions.
• Set up, configure, and troubleshoot operating systems, applications, and network equipment.
• Install, configure, and troubleshoot software and hardware as needed for remote and in-office users.
• Assist with IT onboarding for new employees, including setting up workstations and network access.
• Ensure security protocols are followed, including patch management and virus/malware protection updates.
• Provide training and support for users on new systems and technology tools.
• Monitor system performance and assist with periodic system audits.
• Collaborate with other IT staff to identify and implement improvements in service delivery.

Required Skills and Qualifications

• High school diploma or equivalent required; Associates or Bachelors degree in Information Technology or related field preferred.
• IT certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) highly preferred.
• Proven experience in IT support, with a focus on hardware and software troubleshooting.
• Strong understanding of operating systems (Windows, macOS, Linux) and common office applications (MS Office Suite, Google Workspace).
• Experience with remote desktop tools (TeamViewer, Remote Desktop, etc.) and ticketing systems (Zendesk, ServiceNow, etc.).
• Knowledge of networking concepts, including VPN, DNS, and DHCP.
• Ability to work independently with minimal supervision, manage multiple priorities, and meet deadlines.
• Excellent communication skills, both written and verbal, with a customer-focused approach.
• Strong problem-solving skills and attention to detail.

Experience

• Minimum of 1-3 years of experience in an IT support or help desk role, with demonstrated experience in troubleshooting and resolving technical issues.
• Experience in remote IT support and knowledge of remote work tools is preferred.
• Previous experience working with both Windows and macOS operating systems is a plus.

Working Hours

• Full-time, remote position.
• Flexible work hours with the possibility of occasional on-call shifts depending on the needs of the business.
• Must be available to work across various time zones as required, with a commitment to providing timely support.

Knowledge, Skills, and Abilities

• Technical Knowledge: Proficient in diagnosing and resolving hardware and software issues across various platforms.
• Customer Service Orientation: Ability to provide excellent customer service, ensuring that users feel supported and heard.
• Troubleshooting: Strong analytical and troubleshooting skills, with the ability to think critically and apply technical solutions to real-world problems.
• Adaptability: Willingness to learn new technologies and adapt to the changing needs of the business.
• Team Collaboration: Ability to work well in a team environment and communicate effectively with colleagues, managers, and users.

Benefits

• Competitive salary and performance-based incentives.
• Health, dental, and vision insurance.
• Paid time off (PTO) and holiday leave.
• Retirement savings plan with company contributions.
• Professional development opportunities and certifications.
• Flexible remote work environment with the ability to manage your work-life balance.
• Access to cutting-edge technology and IT tools.

Why Join

At The Elite Job, we value innovation, collaboration, and a passion for technology. Joining our team means being part of a company that values your skills, offers opportunities for growth, and empowers you to make a real impact. As a Remote IT Help Desk Technician, you will have the opportunity to work with a diverse and talented team, supporting a range of technical challenges while developing your career in IT. If you are looking for a rewarding career with flexibility and growth opportunities, we invite you to apply!

How to Apply

Interested candidates should submit a resume along with a cover letter outlining their experience and interest in the position. Please include details of any relevant certifications or technical skills. Applications can be submitted via our online portal or by emailing to us.

We look forward to reviewing your application and welcoming you to The Elite Job team!