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Advancing Opportunities · 3 hours ago

IT HELPDESK REMOTE SUPPORT TECHNICIAN

United States

Full-time

Remote

Entry Level

$0/yr - $45K/yr

1+ years exp

Advancing Opportunities is a company that provides shared services to enhance mission and vision for its affiliates. The IT Helpdesk Remote Support Technician role involves providing technical assistance and support for computer systems, ensuring timely resolution of IT issues while maintaining customer satisfaction.

Addiction TreatmentCommunitiesHealth CareNon Profit

Responsibilities

Serve as the initial point of contact for IT support requests via phone, email, chat, or ticketing system

Troubleshoot hardware, software, and network issues, including Windows, macOS, Office 365, printers, and mobile devices

Support end-user access to systems, including password resets, account management, and application support

Use remote management and monitoring (RMM) tools to diagnose and resolve issues efficiently

Document all support activities in the ticketing system, including resolution steps and follow-ups

Escalate complex issues to Tier 2 or Tier 3 technicians as needed

Assist with software installations, system updates, and basic configuration tasks

Follow standard operating procedures (SOPs) and contribute to the knowledge base for recurring issues

Maintain security best practices when handling user data and credentials

Ensure timely follow-up and closure of support tickets

Provide excellent customer service and maintain professionalism in all interactions

Participate in after-hours or on-call rotation as needed

Qualification

Windows operating systemMacOS operating systemMicrosoft 365RMM toolsNetworking conceptsCompTIA A+Network+TroubleshootingCustomer serviceCommunication skillsProblem-solving