What are the responsibilities and job description for the Helpdesk Technician (Remote) position at Netomi?
The Helpdesk Technician (Remote) plays a vital role within a large IT department as a cross-functional team member providing technical support and assistance to both internal and external users. This position focuses on efficient ticket management, issue diagnosis, and resolution using various remote tools while ensuring clear communication and documentation throughout the process. The role supports career growth through opportunities for specialization, advancement, and continuous training.
Responsibilities
- Manage and resolve support tickets using tools like JIRA, ServiceNow, and Zendesk
- Provide technical support and remote troubleshooting for hardware and software issues
- Diagnose problems and assist users in a timely and effective manner
- Monitor systems to proactively identify and address potential issues
- Install software and maintain system configurations
- Document incidents, solutions, and escalation procedures accurately
- Communicate clearly with customers and escalate complex issues when necessary
- Generate performance reports on support activities and outcomes
Preferred Qualifications
- 1 years experience in IT support environments
- Familiarity with Windows OS and Mac OS
- Proficiency with remote desktop tools and network troubleshooting
- Knowledge of Active Directory administration
- Strong customer service and communication skills
- Effective time management and problem-solving abilities
Salary : $50,000 - $65,000