Help Desk Technician

Job Description

We are seeking a motivated Tier 1 Help Desk Technician to join a growing Managed Services team. This is a fully remote position supporting clients across a 24/7/365 operation. The ideal candidate is customer-focused, technically curious, and thrives in a fast-paced environment handling a high volume of support requests.

This role is perfect for someone looking to build their IT career while gaining hands-on experience supporting enterprise networking, end-user systems, and managed environments.

What You'll Do Respond to and resolve 50+ support tickets per day via phone, email, and ticketing systems. Troubleshoot hardware, software, network, and connectivity issues. Provide first-level support for devices, operating systems, applications, and user accounts. Assist with troubleshooting and monitoring of: Cisco networking environments Juniper networking solutions MacOS systems and applications Extreme Networks products Suricata/related network security tools and software Escalate complex issues to Tier 2 and Tier 3 support teams when necessary. Document troubleshooting steps and resolutions within the ticketing system. Monitor system alerts and respond to service-impacting incidents. Deliver excellent customer service while meeting SLA and ticket resolution goals.

Schedule Requirements This position supports a 24-hour, 365-day operation. Candidates must be comfortable working: Nights and overnight shifts Weekends Some holidays Rotating schedules as business needs require

Skills and Requirements

3+ years of Help Desk, Technical Support, Service Desk, or MSP experience preferred. Strong troubleshooting and problem-solving skills. Basic understanding of: TCP/IP networking DNS, DHCP, and VPN connectivity Cisco and Juniper technologies MacOS environments Network security concepts Ability to multitask and manage a high ticket volume. Excellent verbal and written communication skills. Comfortable working independently in a remote environment. Experience working for an MSP (Managed Service Provider). Exposure to Extreme Networks products. Familiarity with security monitoring and network troubleshooting tools. Certifications such as CompTIA A+, Network+, Cisco CCNA, or equivalent.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].