IT Services

Helpdesk Agent

Remote

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About the role

Deliver responsive Tier 1 IT support — resolving end-user issues quickly, maintaining ticket discipline, and escalating complex problems with thorough documentation. Key Responsibilities Respond to inbound helpdesk tickets via email, chat, and phone Diagnose and resolve common hardware, software, and connectivity issues Reset passwords, configure MFA, and manage user access Escalate unresolved issues to Tier 2 with complete documentation Maintain a personal SLA target for first response and resolution times Document solutions in the knowledge base to improve team efficiency Assist with device setup and onboarding for new employees Requirements Role Type Remote Employment Full-Time or Part-Time Location 100% Remote Experience 1–3 years in IT helpdesk or technical support Education Diploma or Bachelor's in IT; CompTIA A+ preferred Key Skills Customer-focused, patient, technically competent, clear communicator Tools / Platforms Freshdesk / Zendesk / Jira Service Management, Microsoft 365, TeamViewer / Anydesk Details