IT Support Technician

About the Role

Provide first-line technical support for remote employees and on-site staff across our US and UK locations. You will troubleshoot hardware and software issues, manage user accounts, and help maintain the digital infrastructure our teams rely on every day — all from your home office.

Key Responsibilities

• Respond to IT helpdesk tickets submitted via email, chat, or ticketing system
• Troubleshoot hardware, software, VPN, and connectivity issues for remote and on-site users
• Manage user account creation, password resets, and access permissions
• Assist with device setup and configuration for new employees (laptops, peripherals, software)
• Document troubleshooting steps and solutions in the internal knowledge base
• Escalate complex infrastructure or security issues to senior IT staff with clear documentation
• Administer and support video conferencing and collaboration tools (Zoom, Teams, Google Meet)

Requirements

• 1+ year of IT support experience or relevant technical coursework/certifications
• Familiarity with Windows 10/11 and/or macOS operating systems
• Knowledge of common office applications (Microsoft 365, Google Workspace)
• Strong troubleshooting, analytical, and communication skills
• Ability to work independently and prioritize support tickets in a remote environment

Preferred Qualifications

• CompTIA A+, Network+, or equivalent IT certification
• Experience with Active Directory, Azure AD, or Google Workspace Admin
• Familiarity with ITSM/helpdesk tools (Jira Service Management, Freshdesk, ServiceNow)
• Prior remote IT support experience spanning multiple time zones