Remote IT Help Desk Specialist: Tech Support & Troubleshooting

Landmark-Properties,-Inc.; Athens (GA); On-site; USD 42,000 - 64,000; Full time

Job summary

Landmark Properties is seeking an IT Help Desk Technician to provide first-line support to tenants and staff. You will handle phone and email inquiries, perform remote diagnostics, and guide users through problem resolution. You will document actions, escalate complex issues, and help improve IT processes.

The role requires strong communication in English, basic IT knowledge, and a customer-focused approach. Prior help desk experience is preferred, with a Bachelor’s degree in IT being a plus.

Qualifications

• High School Diploma or GED required.
• 1+ years in a help desk or customer support role.
• Bachelor's in IT or related field preferred.
• Proficient in English and good communication.

Responsibilities

• Serve as the initial point of contact for customers seeking technical assistance via phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Document routine/novel work performed during problem resolution process.
• Determine the best solution based on the issue and details provided by customers.
• Walk customers through the problem-solving process.
• Direct unresolved or trending issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems, follow up with customers, and update their status and information.
• Review recorded CCTV footage in response to security incidents or alarms.
• Maintain accurate records of reviewed footage and incidents for future reference and analysis.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.

Skills

Customer service

Communication

Technical troubleshooting

Team coordination

English proficiency

Education

High School Diploma or GED

Bachelor’s in IT/CS preferred

Tools

Remote-control tools

Office automation

Databases

Job description

Landmark Properties is seeking an IT Help Desk Technician to provide first-line support to tenants and staff. You will handle phone and email inquiries, perform remote diagnostics, and guide users through problem resolution. You will document actions, escalate complex issues, and help improve IT processes.

The role requires strong communication in English, basic IT knowledge, and a customer-focused approach. Prior help desk experience is preferred, with a Bachelor’s degree in IT being a plus.