Senior IT Helpdesk Technician

Porch.com, Inc.; United States; Remote; USD 11,000 - 20,000; Full time

Benefits offered by this job

Remote work

Employer-of-record arrangement

Job summary

Porch.com, Inc. is seeking an experienced IT Support Specialist to deliver advanced technical support for distributed employees. You will deploy equipment, troubleshoot Windows and macOS, and assist through remote channels while coaching junior technicians.

You will handle Microsoft 365, Teams, Slack, Zoom, and RingCentral, ensure services meet targets, and contribute to process improvements in a remote-friendly setup.

Qualifications

• Extensive experience diagnosing and resolving end-user technology issues (hardware and software).
• Practical troubleshooting knowledge of Windows and macOS environments.
• Experience supporting Microsoft 365 and collaboration tools (Teams, Slack, Zoom, RingCentral).
• Ability to provide clear remote support and guidance to employees.

Responsibilities

• Set up, configure, and deploy employee equipment per IT standards.
• Monitor and manage support tickets and work orders toward SLAs.
• Assist employees by phone, chat, and remote support tools.
• Mentor junior technicians and improve IT service delivery.
• Troubleshoot issues involving Windows, macOS, and enterprise apps.

Tools

Microsoft 365

Teams

Slack

Zoom

RingCentral

Job description

Role overview

Provide advanced technical support to employees, resolving complex hardware, software, and access issues across a distributed organization. The role also helps coordinate equipment deployment, coach junior technicians, and improve support processes so requests are handled consistently and within service targets.

Responsibilities

• Set up, configure, and deploy employee equipment in line with IT standards.
• Monitor and manage support tickets and work orders, troubleshoot issues, and work toward service-level targets.
• Assist employees by phone, chat, and remote support tools, offering guidance on business applications and devices.
• Mentor junior technicians and contribute to improvements in IT service delivery.
• Troubleshoot issues involving Windows, macOS, Microsoft 365, collaboration and communications tools, and enterprise hardware and software.

Requirements

• Extensive experience diagnosing and resolving end-user technology issues.
• Practical troubleshooting knowledge of Windows and macOS environments.
• Experience supporting Microsoft 365 and tools such as Teams, Slack, Zoom, or RingCentral.
• Ability to provide clear remote support and guidance to employees.
• The available source does not specify a required number of years of experience or formal qualifications.

Benefits and work setup

• Remote role based in Colombia.
• Employment is administered through an employer-of-record partner; day-to-day work is led by the hiring organization.