Technical Helpdesk & Network Remote Support Agent II

Computer Task; United States; Remote; USD 64,472,000 - 72,737,000; Part time

Job summary

CTG, a Cegeka company, is seeking a Technical Helpdesk & Network Remote Support Agent II for remote work. The role is hourly and covers a first shift (Mon-Fri, 9:00 a.m.–6:00 p.m. ET) with possible weekend coverage.

The candidate will handle escalated issues across hardware, software, networking, and Windows environments. Strong English, plus experience in service desks and managed services, is preferred. Onboarding and offboarding tasks, incident documentation, and proactive improvements are

Qualifications

• High school diploma or equivalent required; technical training or relevant education preferred.
• Experience in service desk, network support, or related roles is expected.
• CTG emphasizes strong English communication and professional client interaction.

Responsibilities

• Resolve escalated technical issues related to hardware, software, networking, and Windows environments.
• Manage accounts and access (onboarding, offboarding, permissions).
• Provide guidance and escalation support to Help Desk Technicians.
• Troubleshoot remote access and network-related issues with minimal supervision.
• Document incidents and resolutions accurately and maintain knowledge base.
• Suggest process improvements based on recurring issues.

Skills

Technical troubleshooting

Windows OS

Microsoft 365

Account and access management

Documentation and reporting

Service desk workflows

Multitasking and communication

Managed Services experience

Education

High school diploma or equivalent

Technical training/certifications

Tools

CompTIA Network+

Microsoft 365 Certified: Endpoint Administrator

Job description

Job Title: Technical Helpdesk & Network Remote Support Agent II

Location: Remote

Job Type: Hourly Consultant

Hours: This position will be 1st shift-Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern with a 1 hour 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 1st 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, visit 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.