Gilder Search Group
Summary
The Level 1 Remote Helpdesk Technician provides first-line technical support to employees working in various locations. This role focuses on diagnosing and resolving basic IT issues remotely, ensuring smooth operations and minimal downtime.
Key Responsibilities
Respond to user requests
via phone, email, chat, or ticketing system promptly and professionally.
Troubleshoot and resolve basic issues remotely , including:
Hardware (PCs, laptops, printers, mobile devices)
Software (Microsoft 365, email clients, collaboration tools)
Network connectivity and VPN access
Perform routine tasks
such as password resets, account unlocks, and remote software installations.
Document all interactions
in the IT ticketing system for tracking and reporting.
Escalate complex issues
to Level 2 or specialized teams when necessary.
Guide users
on best practices for remote work security and productivity.
Maintain SLAs
for response and resolution times.
Required Skills & Qualifications
Education:
Associate’s degree in IT or related field (or equivalent experience).
Experience:
Minimum
1 year in IT support or helpdesk environment .
Technical Knowledge:
Windows OS and Microsoft Office Suite
Active Directory and remote desktop tools
Basic networking and VPN troubleshooting
Soft Skills:
Strong communication, problem‑solving, and customer service skills.
Remote Work Competency:
Ability to work independently and manage time effectively.
Knowledge of mobile device management and cloud‑based applications
Preferred Skills
Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
Salary Range $40,000 - $46,000
Posted Monday, January 5, 2026 Job # 315
#J-18808-Ljbffr
Key Responsibilities
Respond to user requests
via phone, email, chat, or ticketing system promptly and professionally.
Troubleshoot and resolve basic issues remotely , including:
Hardware (PCs, laptops, printers, mobile devices)
Software (Microsoft 365, email clients, collaboration tools)
Network connectivity and VPN access
Perform routine tasks
such as password resets, account unlocks, and remote software installations.
Document all interactions
in the IT ticketing system for tracking and reporting.
Escalate complex issues
to Level 2 or specialized teams when necessary.
Guide users
on best practices for remote work security and productivity.
Maintain SLAs
for response and resolution times.
Required Skills & Qualifications
Education:
Associate’s degree in IT or related field (or equivalent experience).
Experience:
Minimum
1 year in IT support or helpdesk environment .
Technical Knowledge:
Windows OS and Microsoft Office Suite
Active Directory and remote desktop tools
Basic networking and VPN troubleshooting
Soft Skills:
Strong communication, problem‑solving, and customer service skills.
Remote Work Competency:
Ability to work independently and manage time effectively.
Knowledge of mobile device management and cloud‑based applications
Preferred Skills
Familiarity with IT ticketing systems (e.g., ServiceNow, Zendesk).
Salary Range $40,000 - $46,000
Posted Monday, January 5, 2026 Job # 315
#J-18808-Ljbffr