Remote IT Helpdesk Technician I – Frontline Support

TaxAct; Northern (KY); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Taxwell is seeking a Helpdesk Technician I to provide frontline IT support for internal users via phone and helpdesk portal. You will collaborate with IT staff to diagnose issues, document resolutions, and escalate complex problems as needed.

Ideal candidates have 3+ years in IT or an IT degree, strong communication, and the ability to work independently or in a team. Position offers after-hours on-call shifts and remote work across states.

Qualifications

• 3+ years in IT or technical support, or an associate degree or higher in IT/IS.
• Strong technical knowledge of computer systems, hardware and software.
• Critical thinking and troubleshooting to diagnose basic issues.
• Ability to work independently and in a team.
• Good time management to handle workload with limited oversight.
• Strong interpersonal skills to collaborate with end users and peers.
• Strong verbal and written communication for positive interactions.

Responsibilities

• Provide frontline support to end users via phone and internal helpdesk portal.
• Escalate complex issues as needed and collaborate with IT staff.
• Document details of requests and resolutions in tickets.
• Uphold established security policies and IT procedures.
• Work with helpdesk and systems admins on various projects.
• On-call after hours, including evenings and weekends.

Skills

Strong technical knowledge

Troubleshooting

Time management

Team collaboration

Communication skills

Independent work

Education

Associate degree or higher in Information Technology/Information Systems

Job description

Taxwell is seeking a Helpdesk Technician I to provide frontline IT support for internal users via phone and helpdesk portal. You will collaborate with IT staff to diagnose issues, document resolutions, and escalate complex problems as needed.

Ideal candidates have 3+ years in IT or an IT degree, strong communication, and the ability to work independently or in a team. Position offers after-hours on-call shifts and remote work across states.