Helpdesk Technician I (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Helpdesk Technician I in the United States.

The Helpdesk Technician I will provide critical technical support to employees by managing IT systems, troubleshooting issues, and ensuring smooth day-to-day operations. This role serves as the first point of contact for technical inquiries, supporting a range of hardware, software, and networking environments. You will assist in provisioning accounts and devices, resolving technical incidents, and escalating complex problems to higher-level support teams. The position requires strong communication skills, a customer-centric mindset, and the ability to work in a fast-paced, collaborative environment. You will also contribute to documentation, knowledge bases, and user training to enhance IT service delivery across the organization. This is an excellent opportunity to develop IT expertise while making a direct impact on employee productivity and operational efficiency.

Accountabilities:

• Respond to user inquiries and provide technical support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and software applications.
• Log, track, and document all support requests using a help desk ticketing system; perform initial triage and assign or resolve tickets as appropriate.
• Escalate complex technical problems to Tier 2 or 3 teams or external vendors.
• Install, configure, and maintain software, operating systems, and hardware components.
• Manage user accounts, including password resets, account creation, and permission modifications.
• Provide training and guidance to non-technical users on system and application usage.
• Contribute to internal knowledge bases and user training documentation.

• High school diploma or equivalent required; associate or bachelor’s degree in Computer Science or related field preferred.
• Relevant certifications such as CompTIA A+ or ITIL are highly valued.
• Strong knowledge of computer systems, hardware, operating systems (Windows and/or macOS), and common software applications.
• Basic networking knowledge (IP, DNS, DHCP) is a plus.
• Excellent problem-solving and analytical skills with the ability to diagnose and resolve technical issues efficiently.
• Strong verbal and written communication skills to explain technical information clearly to non-technical users.
• Customer-focused approach with patience, professionalism, and empathy.
• Ability to manage multiple support tickets and prioritize tasks effectively.
• Previous experience in a customer support or IT helpdesk role preferred.
• Familiarity with U.S. healthcare regulations (HIPAA, Hi-Tech Act) and HITRUST compliance is a plus.