IT Support Technician
Salary: $50,000–$60,000 per year
Location: Remote, US
Experience level: Entry level
About the role
Via is supporting a growing AI technology business to recruit an IT Support Technician. This is an entry-level opportunity for someone looking to start or develop their career in IT. You'll provide day-to-day technical support to colleagues working remotely, helping resolve common hardware, software, account and connectivity problems. You don't need years of professional IT experience. We're interested in candidates with a good foundation in technology, strong problem-solving skills and the ability to explain solutions clearly to non-technical users.
Experience gained through education, certifications, internships, helpdesk work, customer service or personal technical projects can all be relevant.
Responsibilities
- Respond to IT support requests through chat, email and ticketing systems
- Troubleshoot common hardware and software problems
- Help users resolve Windows and macOS issues
- Investigate internet, network and connectivity problems
- Support users with account access, passwords and permissions
- Set up and maintain user accounts and common business applications
- Guide colleagues through technical fixes using clear, step-by-step instructions
- Document technical issues and their resolutions
- Create and update reusable troubleshooting guides
- Keep support tickets accurate and up to date
- Gather diagnostic information and escalate more complex problems when necessary
- Help improve employee onboarding and technology setup
- Support improvements to access management and internal IT processes
Requirements
We're looking for someone with a genuine interest in technology who enjoys solving problems and helping people.
- Basic knowledge of computer hardware and software
- An understanding of operating systems such as Windows and/or macOS
- Basic knowledge of networking and internet connectivity
- Strong troubleshooting and problem-solving skills
- Good written and verbal communication skills
- The ability to explain technical problems in straightforward language
- Strong customer service skills and a patient approach
- Good organisation and attention to detail
- The ability to document problems and solutions accurately
- Confidence working independently in a remote environment
- An interest in developing a career in IT or technical support
Previous professional IT support experience isn't essential. A degree, diploma, certification or coursework in IT, Computer Science or a related subject would be useful, but isn't required. Familiarity with Google Workspace, Microsoft 365, ticketing systems, identity and access management tools or remote support software would also be beneficial. Entry-level certifications such as CompTIA A+ or Google IT Support are welcome but aren't essential.
Benefits
- Fully remote opportunity
- Entry-level position with no extensive professional IT experience required
- Build practical experience across hardware, software, networking and user support
- Develop experience with IT accounts, permissions and access management
- Work within a growing AI technology environment
- Gain hands-on troubleshooting and technical support experience
- Opportunity to improve internal IT processes and documentation
- Build a strong foundation for progression into IT Support, Systems Administration, IT Operations or other technical careers