We are looking for a dependable Help Desk Support Agent to serve as the first point of contact for technical issues faced by our clients and internal team members. In this role, you will troubleshoot hardware, software, and network problems, provide clear guidance to non-technical users, and ensure that technical disruptions are resolved quickly and efficiently.

Key Responsibilities

• Serve as the first point of contact for end-users experiencing technical issues via phone, email, chat, or ticketing system.
• Log, track, and document all support requests in the ticketing system, ensuring timely resolution within service level agreements (SLAs).
• Troubleshoot and resolve issues related to hardware (laptops, desktops, peripherals), software (Windows, macOS, Microsoft 365, Google Workspace), and network connectivity.
• Escalate complex or unresolved issues to senior technicians or external vendors as needed.
• Diagnose and resolve login problems, email configuration issues, printer connectivity, and application errors.
• Provide clear, step-by-step guidance to non-technical users, helping them resolve issues independently when possible.
• Assist with new user onboarding, including account setup, hardware provisioning, and software configuration.

Requirements

• Previous experience in a help desk, technical support, or IT support role is preferred. Entry-level candidates are encouraged to apply.
• Strong understanding of Windows and macOS operating systems.
• Proficiency with Microsoft Office 365 or Google Workspace.
• Familiarity with basic networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
• Knowledge of common hardware issues and peripheral setup.
• Comfortable working with ticketing systems (i.e. Zendesk, Freshservice, Jira Service Management, ServiceNow).
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Patiency and empathy working with frustrated users.
• Strong problem-solving and analytical thinking skills.

Benefits

• Work from anywhere
• Paid training
• Flexible schedule
• Supportive and collaborative environment
• Opportunities for growth and advancement

Location: Remote Powered by ExactHire: 199401 Remote Skills: Analysis Skills, Atlassian JIRA, Communication Skills, DNS (Domain Name System), Desktop PC, Email Management/Administration, Hardware Administration, Hardware Configuration Management, Help Desk, Identify Issues, Laptop Hardware, Mac Operating System, Microsoft Office, Microsoft Product Family, Microsoft Windows Operating System, Network Connectivity, Onboarding, Peripheral Hardware, Printers, Problem Solving Skills, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Configuration Management, Support Documentation, TCP/IP (Transmission Control Protocol/Internet Protocol), Team Player, Technical Support, Testing, Time Management, VPN (Virtual Private Network), Wi-Fi, ZenDesk About the Company: KYNY Group