IT Help Desk Technician

Acronis; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Acronis is seeking an IT Support Specialist to provide first- and second-level assistance to employees worldwide. You will diagnose hardware and software issues, configure devices, and document incidents clearly in the service desk system.

You will collaborate with IT teammates on projects, support Windows and macOS users, and participate in asset tracking and security/compliance tasks while delivering courteous, English-speaking support in a fast-paced environment.

Qualifications

• 2–3 years of relevant experience in technical support, troubleshooting, and networking.
• Proficiency with Windows and macOS, remote support tools, and common hardware repairs.
• Understanding of network protocols, security systems, Microsoft 365, and diagnostic utilities.
• Strong communication, customer service, and problem-solving skills, with careful written documentation.
• Ability to collaborate in a team and manage IT project tasks.
• Upper-intermediate written and spoken English; application materials should be in English.

Responsibilities

• Diagnose and resolve hardware, software, network, and user access problems remotely or in person; prioritize requests and elevate issues when needed.
• Record incidents, troubleshooting steps, and resolutions in the service desk system, and keep support procedures current.
• Set up and configure devices and applications for users, and carry out routine system checks, updates, and upgrades.
• Perform initial hardware diagnostics and coordinate repair or replacement with service providers.
• Track IT assets and contribute to operational controls and compliance processes.
• Take ownership of IT projects, coordinating schedules and deliverables; travel occasionally to support department needs.

Skills

Windows

macOS

Remote support tools

Hardware repairs

Network protocols

Microsoft 365

Diagnostic utilities

Communication

Customer service

Problem solving

English

Tools

Remote support tools

Diagnostic utilities

Microsoft 365

Job description

Role overview

Provide first- and second-level IT support to employees, resolving issues with computers, software, connectivity, and related workplace technology. The role combines direct user assistance with device setup and maintenance, service desk documentation, asset tracking, and participation in IT projects and operational controls.

Responsibilities

• Diagnose and resolve hardware, software, network, and user access problems remotely or in person; prioritize requests and elevate issues when needed.
• Record incidents, troubleshooting steps, and resolutions in the service desk system, and keep support procedures current.
• Set up and configure devices and applications for users, and carry out routine system checks, updates, and upgrades.
• Perform initial hardware diagnostics and coordinate repair or replacement with service providers.
• Track IT assets and contribute to operational controls and compliance processes.
• Take ownership of IT projects, coordinating schedules and deliverables; travel occasionally to support department needs.

Requirements

• Two to three years of relevant experience in technical support, troubleshooting, and networking.
• Proficiency with Windows and macOS, remote support tools, and common hardware repairs.
• Understanding of network protocols, security systems, Microsoft 365, and diagnostic utilities.
• Strong communication, customer service, and problem-solving skills, with careful written documentation.
• Ability to collaborate in a team and manage IT project tasks.
• Upper-intermediate written and spoken English; application materials should be in English.

Benefits and work setup

• Full-time position. The listing describes a global, fast-paced working environment and emphasizes ownership, adaptability, and ongoing improvement.