IT Helpdesk Agent

Location: Remote (USA EST 8:30a-4:30p, Monday-Friday)

About the Role: We’re looking for an IT Helpdesk Agent to provide first-line support for our clients. This role is responsible for managing support tickets, troubleshooting common IT issues, and escalating when needed. You’ll be the first point of contact for users, helping keep their systems running smoothly.

Responsibilities:
- Monitor, manage, and respond to incoming helpdesk tickets.
- Provide troubleshooting for Microsoft 365, Windows OS, email, and connectivity issues.
- Support end users with common IT needs (printers, password resets, software installs, etc.).
- Escalate complex issues to senior engineers with clear notes.
- Document issues and resolutions in the ticketing system.
- Communicate effectively with end users in a professional, friendly manner.

Qualifications:
- Strong troubleshooting and problem-solving skills.
- Experience with Microsoft 365 and Windows environments.
- Clear spoken and written English.
- Ability to work 9am–5pm EST.
- Reliable internet connection and workspace.
- Must be comfortable being on video during working hours with our team.
- Previous IT helpdesk or support experience.
- Familiarity with remote support tools and ticketing systems.
- Knowledge of VoIP systems, network basics, or cloud platforms.

What We Offer:
- Training and ongoing support from senior engineers.
- Opportunity to develop technical skills and grow within the company.
- A collaborative and supportive remote work environment.
- Salary paid weekly on Fridays.