Remote IT Service Desk Technician - Fast, Friendly Support

ATS Corporation; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

ATS Corporation is seeking an IT Service Desk Technician to provide remote technical support to end-users across the organization, resolving issues quickly and professionally while maintaining high customer service standards.

The role requires strong IT fundamentals, experience with Windows/macOS, Office 365, and enterprise ticketing systems, and the ability to work independently in a fast-paced, remote environment.

Qualifications

• Minimum 3 years in IT service desk or technical support.
• Strong knowledge of IT fundamentals, hardware, OS (MAC, Windows 10/11), networking, and Office 365.
• Proficient in troubleshooting desktop, laptop, and mobile issues.
• Experience with IT service management practices and enterprise ticketing systems.
• Willingness to work 24/7 shifts if required.

Responsibilities

• Provide remote technical support to end-users, addressing basic software and account related issues like password troubleshooting, bitlocker recovery, and o365 tools.
• Respond to incoming support requests via various channels (phone, email, chat), ensuring timely and accurate resolution that align with SLAs and KPIs.
• Troubleshoot and diagnose technical issues reported by end-users, utilizing remote tools and diagnostic techniques.
• Escalate complex or unresolved issues to appropriate support teams or senior analysts for further investigation and resolution.
• Follow standard operating procedures to assist with IT account provisioning and deprovisioning. Maintain thorough and accurate records of support interactions, actions taken, and resolutions provided.
• Provide clear and concise instructions to end-users regarding system usage, troubleshooting steps, and preventive measures.
• Contribute to the knowledge base by creating and updating support articles, guides, and FAQs.
• Stay updated with the organization's IT policies, procedures, and technologies to ensure accurate and effective support delivery.

Skills

Remote support

IT fundamentals

Windows/macOS support

Communication skills

Problem-solving

Multitasking

Education

Bachelor's degree in CS/IT

Tools

Ticketing systems

Remote support tools

Office 365

PDF software

Diagnostics tools

Job description

ATS Corporation is seeking an IT Service Desk Technician to provide remote technical support to end-users across the organization, resolving issues quickly and professionally while maintaining high customer service standards.

The role requires strong IT fundamentals, experience with Windows/macOS, Office 365, and enterprise ticketing systems, and the ability to work independently in a fast-paced, remote environment.