Help Desk Technician (Remote)

RecruiterForge; United States; On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Equity compensation

Flexible PTO

Company-sponsored lunches

Disability and life insurance

Family and medical leave

Medical, dental, and vision insurance

Discounted pet insurance

Flexible spending and dependent care

Commuter benefits

401(k) plan

Wellness content and digital fitness

Recovery facilities at HQ

Job summary

RecruiterForge is seeking an IT Helpdesk Technician to provide end-user support across macOS and Windows, handle tickets and chats, assist with onboarding and offboarding, and maintain accurate asset records.

You will troubleshoot hardware, software, accounts, and SaaS applications, document solutions, contribute to the knowledge base, and collaborate with systems admins on broader infrastructure while following security procedures.

Qualifications

• Experience in helpdesk or desk‑side support.
• Hands-on troubleshooting with macOS and Windows.
• Experience supporting common workplace SaaS applications.
• Strong troubleshooting skills and thorough investigation.
• Clear written and verbal communication to non-technical users.
• Strong organization, follow-through, and documentation skills.
• Ability to work independently with escalation when needed.
• Patient, approachable, service-oriented attitude.

Responsibilities

• Support employees through tickets, chat, and other channels.
• Troubleshoot hardware, software, account, and SaaS issues.
• Support macOS and Windows devices and provisioning.
• Complete onboarding/offboarding device and account tasks.
• Assist with workplace productivity apps and video conferencing.
• Maintain accurate IT asset and device records.
• Manage support requests from investigation to resolution or escalation.
• Document solutions and contribute to the knowledge base.
• Identify recurring problems and suggest process improvements.
• Collaborate with systems administrators on infrastructure, identity, or other systems.
• Follow IT and security procedures for accounts and devices.

Skills

Helpdesk support

macOS support

Windows support

SaaS applications

Troubleshooting

Communication

Tools

Asset management tools

Identity & access management concepts

Job description

The IT Helpdesk Technician provides technical support to employees across devices, business applications, accounts, and access management. Working within a small IT team, you will troubleshoot problems, support onboarding and offboarding, maintain equipment records, and own support requests through resolution or escalation.

This role focuses on end-user support and helpdesk operations, with opportunities to learn additional technologies and gradually take responsibility for more areas.

• Support employees through tickets, chat, and other support channels.
• Troubleshoot hardware, software, account, access, and SaaS application issues.
• Support macOS and Windows devices, including provisioning, configuration, troubleshooting, recovery, and equipment refreshes.
• Complete device and account tasks for employee onboarding and offboarding.
• Assist with workplace productivity, communication, video conferencing, and other business applications.
• Maintain accurate IT asset and device records.
• Manage support requests from initial investigation through resolution or escalation.
• Document solutions and contribute to the internal knowledge base.
• Identify recurring problems and recommend improvements to support processes.
• Collaborate with systems administrators on issues involving infrastructure, networking, identity, or other systems.
• Follow IT and security procedures when handling employee accounts, devices, and company information.

What you'll need

• Previous experience in helpdesk, desktop support, IT support, or a similar technical support role.
• Hands‑on troubleshooting experience with macOS and Windows.
• Experience supporting common workplace SaaS applications.
• Strong troubleshooting skills and willingness to investigate problems thoroughly.
• Clear written and verbal communication, including the ability to help non‑technical employees.
• Strong organization, follow‑through, and technical documentation skills.
• Ability to work independently and recognize when additional help or escalation is appropriate.
• A patient, approachable, service‑oriented attitude.

Helpful additional experience

• Mobile device management platforms and business device enrollment tools.
• IT asset management and hardware lifecycle processes.
• Administration of cloud productivity suites.
• Identity and access management concepts, including multifactor authentication, account provisioning, single sign‑on, and password managers.
• Working in healthcare, regulated industries, or other environments with strong security and privacy requirements.
• Working on a small IT team with broad responsibilities.

Training and early expectations

• During the first 30 days, learn the environment and support processes while handling common requests with team guidance.
• Within 60 days, independently handle a meaningful share of support requests, assist with device provisioning, and contribute documentation.
• By 90 days, take ownership of routine issues from start to finish and provide reliable coverage across core helpdesk operations.
• Learn ticketing, device management, endpoint security, remote support, and documentation systems. Prior experience with every tool is not required.

Benefits and perks

• Potential equity compensation for outstanding performance.
• Flexible paid time off.
• Company-sponsored lunches.
• Company-paid disability and life insurance.
• Company-paid family and medical leave.
• Medical, dental, and vision insurance.
• Discounted pet insurance.
• Flexible spending and dependent care accounts, plus commuter benefits.
• 401(k) plan.
• Complimentary digital fitness classes and wellness content.
• Recovery facilities at headquarters, including a cold plunge, sauna, and shower.