Technical Helpdesk & Network Remote Support Agent II

Computer Task; Northern (KY); Remote; USD 28,000 - 36,000; Full time

Job summary

CTG, a Cegeka company, is seeking a Technical Helpdesk & Network Remote Support Agent II for a 3rd shift role. This hourly consultant position is remote with a 10-hour shift Fri-Mon, Midnight to 10:30 a.m. ET, at $22.50 per hour.

Reliable internet and a quiet workspace are required. You will resolve escalated issues across hardware, software, networking, and Microsoft 365, manage accounts, guide Help Desk staff, and document steps.

Qualifications

• High school diploma or equivalent required.
• Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Responsibilities

• Resolve escalated technical issues involving hardware, software, workstations, servers, networking, connectivity, Windows OS, and Microsoft 365.
• Perform account and access management, including onboarding, offboarding, and permissions changes.
• Provide technical guidance and escalation support to Help Desk Technicians.
• Troubleshoot remote access and network-related issues with minimal supervision.
• Document incidents, resolutions, procedures, and troubleshooting steps accurately.
• Identify recurring issues and recommend process, workflow, and service improvements.
• Maintain a professional client experience while managing multiple technical issues and priorities.

Skills

Troubleshooting

Windows & MS365

Network access

Documentation

Customer service

MS365 Admin

Education

High school diploma

Tools

Windows OS

Microsoft 365

Servers

Networking

Remote access

Job description

Job Title: Technical Helpdesk & Network Remote Support Agent II
Location: Remote
Job Type: Hourly Consultant
Hours: 3rd Shift; Friday through Monday Midnight to 10:30 a.m. Eastern. This is a 10 hour shift with a 30 minute unpaid meal break.
Pay: $22.50/hr

Remote Work Requirements: Reliable high-speed internet connection and a quiet, distraction-free workspace are required. Must be available for 3rd shift coverage, including weekends as scheduled.

Essential Functions

• Resolve escalated technical issues involving hardware, software, workstations, servers, networking, connectivity, Windows OS, and Microsoft 365.
• Perform account and access management, including onboarding, offboarding, and permissions changes.
• Provide technical guidance and escalation support to Help Desk Technicians.
• Troubleshoot remote access and network-related issues with minimal supervision.
• Document incidents, resolutions, procedures, and troubleshooting steps accurately.
• Identify recurring issues and recommend process, workflow, and service improvements.
• Maintain a professional client experience while managing multiple technical issues and priorities.

Skills

• Strong technical troubleshooting and problem-solving skills.
• Working knowledge of Windows, Microsoft 365, workstations, servers, networking, and remote access.
• Knowledge of account and access management processes.
• Strong multitasking, communication, documentation, and customer service skills.
• Understanding of service desk workflows and escalation procedures.
• Managed Services experience is a plus.

Experience

• 2–5 years of service desk, technical help desk, network support, or related experience, or equivalent training and certifications.
• Experience resolving complex technical issues and supporting escalated cases.
• Previous Managed Services experience preferred.
• CompTIA Network+ or Microsoft 365 Certified: Endpoint Administrator certification preferred.
• Candidates actively pursuing additional technical certifications or cross-training are preferred.

Education

High school diploma or equivalent required. Technical training, certifications, or relevant education preferred.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.