IT Specialist / Helpdesk Technician - Remote

About the role

This is a contract-to-hire remote position with benefits, supporting a fast-paced, nationwide organization. The role requires a positive attitude, strong customer service skills, curiosity, and a willingness to learn.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for corporate team members and pet care centers nationwide.
• Troubleshoot and resolve hardware, software, Windows, macOS, printer, network, phone, camera, and cloud service issues.
• Manage and prioritize support requests through the IT ticketing system while delivering outstanding customer service.
• Create and manage user accounts, permissions, and access within Okta, Active Directory, and Microsoft 365.
• Configure, deploy, and support desktops, laptops, mobile devices, and related IT equipment.
• Maintain accurate IT asset inventory and assist with equipment procurement and deployment.
• Communicate project status and technical updates with team members and Technology staff.
• Document solutions and contribute to technical knowledge resources.
• Participate in an after-hours on-call rotation (currently approximately once every 6–8 weeks).

Requirements

• 2–5 years of IT Help Desk experience supporting Windows / Office 365 environments.
• Basic to intermediate understanding of networking and networking principles.
• Experience supporting macOS devices.

Skills

• Zendesk experience (nice to have).
• Okta experience (nice to have).
• Azure or AWS experience (nice to have).
• Strong communication skills, including the ability to listen, empathize, and assist team members over the phone or email.
• Quick learner, self-starter, and ability to take direction well.
• Exceptional troubleshooting skills and attention to detail.
• Ability to manage multiple projects and meet deadlines.