➤ PLEASE HAVE AT LEAST 15 YEARS of total work experience in order to apply (not all 15 years need be concentrated in Help Desk). PLEASE BE LOCATED IN NEW YORK OR NEW JERSEY. You MUST list your city/town on your resume or in your email. You do NOT have to provide your complete address – you can just provide the town or city. THIS IS A REMOTE POSITION and is PERMANENT.
This is a remote W-2 employee position – NOT 1099. This slot is for our overflow work and is expected to require between 10 hours to 30 hours per week of work. The work requires availability during normal business hours.
Here's what we need:
Skills and Experience
5+ years of experience in IT support or help desk roles, preferably in a Tier 2 capacity
Strong knowledge of Windows and macOS operating systems
Strong experience with Microsoft 365 administration (Exchange, Teams, SharePoint, etc.)
Proficiency in troubleshooting network issues (DNS, DHCP, IP addressing, routing, VPN, etc.)
Solid experience installing, configuring, and maintaining hardware and software components, including updates and repairs. Experience managing onboarding tasks, including setting up user accounts, hardware, and peripherals. Experienced track record of upholding IT policies and procedures across the organization.
Familiarity with common networking hardware (switches, routers, firewalls)
Hands-on experience with Active Directory (user/group management, GPOs, etc.)
Ability to diagnose and resolve hardware/software issues on desktops, laptops, and mobile devices
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk)
Working knowledge of remote support tools (e.g., Remote Desktop, TeamViewer, AnyDesk)
High level of passion for networking and IT and EXTREME level of detail.
You must live in New York or New Jersey. We VERIFY your ACTUAL permanent residential address so please be honest.
You must be able to PERMANENTLY legally work in the USA (without additional sponsorship). WE VERIFY WORK AUTHORIZATIONS.
CompTIA A+ (or equivalent) or CompTIA Network+ (or equivalent) preferred but not required.
Strong analytical and problem-solving abilities. Excellent written and verbal communication skills. Ability to prioritize and manage multiple tasks in a fast-paced environment. Willingness to escalate complex issues appropriately. Customer service-oriented mindset with a focus on user satisfaction. Ability to work independently or collaboratively as part of a team. Availability for occasional after-hours support or on-call rotation.
Daily responsibilities include:
DOCUMENTATION: Maintaining records of user interactions, troubleshooting steps, and solutions. Record, track and monitor the problem to ensure a timely resolution within an effected SLA window. Log, track, and resolve support tickets using the incident management system. Record inventory of hardware and peripherals and maintain network maps (MS Visio).
USER INTERACTION: Providing guidance and instructions to users on how to resolve technical issues, sometimes through screen sharing, telephone support and remote desktop sessions. Work closely with clients possessing varying levels of IT knowledge and provide technical support for users, including issues related to IP phone, desktop, connectivity and desktop applications (Microsoft Office / O365). Install, upgrade and remove desktop applications on user workstations.
REMOTE DIAGNOSTICS: Using diagnostic tools to identify and resolve computer problems remotely. -Troubleshoot general computer and server problems and ensure all systems, workstations and printers are in working order and operating efficiently.
HARDWARE SETUP & MAINTENANCE: Installing, configuring, and maintaining hardware and software components, including updates and repairs. Manage onboarding tasks, including setting up user accounts, hardware, and peripherals.
IMPROVE PROCEDURES: Contribute to process improvements and root cause analysis.
SECURITY AWARENESS: Observing and implementing security protocols to protect company data and systems.
GENERAL DISPOSITION: You must show impeccable attention to detail and show a strong desire to help end-users.
Starting hourly rate ranges from $28-$37/hour based on experience and skill set. We offer performance reviews every 90 days. THIS IS A PERMANENT PART-TIME POSITION. If you have less than 15 years of overall workplace experience, this slot will not be a fit.
Interested? Please ATTACH a PDF resume. Also include your contact number and the town or city you reside in.
Thank you!