IT Helpdesk Technician

Jobgether; United States; Remote; USD 25,000 - 28,000; Full time

Benefits offered by this job

Remote work

401(k) plan

Health insurance options

Dental and vision insurance

Paid time off

Flexible scheduling

Overtime opportunities

Professional development assistance

Certification reimbursement

Structured onboarding

Career growth opportunities

Collaborative team environment

Job summary

Jobgether is seeking a remote Technical Support Associate to provide friendly, professional help desk service across diverse environments. You will handle calls, tickets, and service requests, diagnose common issues, and document steps taken.

The role emphasizes clear communication, empathy, and efficient multi-tasking in a fully remote setting. Ideal candidates have entry-level IT support experience, strong customer service skills, and the ability to explain technical concepts to non-technical

Qualifications

• Entry-level technical support experience, Level 1 helpdesk preferred.
• Strong verbal communication, especially over the phone.
• Familiarity with Windows/macOS troubleshooting basics.
• Ability to document requests accurately and juggle multiple tasks.

Responsibilities

• Provide friendly, professional, and consistent technical support to clients and end users.
• Handle incoming calls, tickets, and service requests with accurate documentation.
• Diagnose and troubleshoot common IT issues with a structured approach.
• Explain technical information clearly to users with varying knowledge levels.
• Prioritize tasks, maintain records of steps and resolutions, and ensure timely responses.
• Support users on Windows and macOS, improving usability and experience.
• Follow escalation guidelines and collaborate with other support teams to resolve complex issues.
• Participate in training and ongoing development to strengthen technical skills.
• Maintain a proactive learning mindset and adapt to new client environments.
• Work a fixed shift in a 24/7/365 operation, including some evenings or weekends if needed.

Skills

Customer service

Troubleshooting

Communication skills

Problem solving

Teamwork

Remote work

Time management

Job description

Accountabilities

• Provide friendly, professional, and consistent technical support to clients and end users across a range of business and technology environments.
• Handle incoming helpdesk calls, support tickets, and service requests, ensuring issues are documented accurately and addressed promptly.
• Diagnose and troubleshoot common hardware, software, operating system, and product support issues, using a structured approach to identify root causes and implement appropriate solutions.
• Communicate technical information clearly and patiently, adapting explanations to users with different levels of technical knowledge.
• Deliver a positive customer experience by demonstrating empathy, active listening, professionalism, and a genuine commitment to resolving user concerns.
• Manage multiple support requests efficiently, prioritize tasks according to urgency, and maintain accurate records of troubleshooting steps and resolutions.
• Support users working with modern Windows and macOS operating systems, helping resolve everyday technical issues and improve system usability.
• Follow established support procedures, escalation guidelines, and service standards to ensure consistent service delivery.
• Collaborate with colleagues and other support teams to investigate complex issues, share technical knowledge, and achieve timely resolutions.
• Participate in initial training and ongoing professional development to strengthen technical knowledge, improve support practices, and stay current with relevant technologies.
• Maintain a proactive approach to learning, problem-solving, and adapting to new client environments, tools, and support requirements.
• Work a consistent, assigned shift within a 24/7/365 support operation, which may include daytime, evening, overnight, weekend, or holiday hours.

Requirements

• Demonstrated interest in information technology, technical troubleshooting, and helping users resolve technical challenges.
• Entry-level technical support experience, particularly Level 1 helpdesk experience, with the ability to diagnose and resolve common IT issues.
• Previous experience working for a managed service provider (MSP) is a strong advantage.
• Familiarity with modern Windows operating systems and basic troubleshooting procedures.
• Familiarity with modern macOS operating systems and common user support issues.
• Strong verbal communication skills, particularly over the phone, with the ability to explain technical concepts clearly and professionally.
• Excellent customer service skills, including patience, empathy, active listening, and a positive, solutions-oriented attitude.
• Strong organizational skills and attention to detail, with the ability to document support requests accurately and manage multiple tasks.
• Effective troubleshooting and critical-thinking skills, with the ability to investigate issues logically and determine appropriate next steps.
• A self-motivated approach to learning, with curiosity about technology and a willingness to develop new technical skills.
• Ability to work effectively in a fast-paced, team-oriented environment while maintaining service quality and professionalism.
• A reliable approach to working independently in a fully remote environment, including managing responsibilities and communicating effectively with teammates.
• Willingness to work 40 hours per week on a fixed assigned shift. Depending on operational requirements, the shift may include evenings, overnight hours, weekends, or holidays.
• Availability to complete an initial training program lasting approximately three weeks, scheduled Monday through Friday from 7:00 a.m. to 4:00 p.m. Eastern Time.
• Personal technology projects, home labs, certifications, hobbies, or other experiences demonstrating curiosity, problem-solving, communication, or practical technical skills are welcome and may strengthen an application.

Benefits

• Competitive hourly compensation: Starting pay of $18-20 per hour, depending on experience.
• Annualized earnings: Approximately $37,440-41,600 per year at 40 hours per week, before taxes and assuming 52 paid working weeks; actual earnings depend on applicable pay arrangements and time worked.
• Fully remote work: Work from home while supporting users across multiple technology and business environments.
• Retirement savings: Access to a 401(k) plan.
• Healthcare coverage: Health insurance options to support employee well-being.
• Dental and vision insurance: Coverage options for dental care and vision needs.
• Paid time off: Time away from work to support personal needs and work-life balance.
• Flexible scheduling options: A consistent, fixed shift once assigned, with potential flexibility depending on operational needs.
• Overtime opportunities: Potential to earn additional compensation when overtime work is available and authorized.
• Professional development assistance: Support for ongoing learning and technical skill development.
• Certification reimbursement: Opportunities for reimbursement of eligible professional certifications, subject to applicable policies.
• Structured onboarding: Approximately three weeks of initial training to help you become familiar with support processes, tools, and expectations.
• Career growth opportunities: A chance to build foundational IT experience, broaden technical knowledge, and develop skills for future roles in technical support and IT operations.
• Collaborative team environment: Work alongside support professionals who value teamwork, continuous learning, and excellent customer service.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.