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SMB Technologies, Inc.

Job OverviewA SMB Technologies Remote Help Desk Technician provides first-level technical support for hardware, software, and network issues via phone, email, or chat. Tasks include password resets, software installation/troubleshooting (for both Apple macOS/iOS and Windows OS, and for platforms including but not limited to MS Office 365, Google Workspace, or Active Directory), user account management, basic desktop/printer /network fixes, and proper escalating of complex problems; all while maintaining excellent customer service and documenting everything in a ticketing system. Key skills include troubleshooting, communication, problem-solving, and multitasking. Certifications such as CompTIA A+ or those from Apple, Microsoft, Google Workspace are desired. SMB supports and provides certifications and educational opportunities.Key Responsibilities<ul><li>User Support: Respond to and resolve technical issues for end-users in person, over the phone, or remotely.</li><li>Troubleshooting: Diagnose and fix problems with desktops, laptops, printers, mobile devices, and common software (Mac OS, Windows, M365).</li><li>Account Management: Perform tasks like password resets and user setup in systems like Entra ID or Active Directory.</li><li>Hardware/Software: Install, configure, update, and decommission workstations and applications as needed.</li><li>Ticketing System: Log all incidents, track requests, and document resolutions.</li><li>Escalation: Identify and escalate urgent or complex issues to higher-level IT staff.</li><li>Documentation: Create and maintain records of procedures and solutions.</li></ul>Essential Skills &amp; Qualifications<ul><li>Technical Skills: Strong grasp of desktop hardware, operating systems (Windows and/or Mac), common software, networking basics, and potentially mobile device support.</li><li>Troubleshooting Methodology: An understanding of how to properly assess, diagnose, and develop paths to resolution for various IT issues.</li><li>Soft Skills: Excellent communication (written/verbal), customer service, problem-solving, patience, and ability to work under pressure.</li><li>Experience: Previous experience in IT support or a related field (e.g., PC or Apple Technician, IT Field Services, Helpdesk, etc.).</li><li>Certifications: CompTIA A+, Network+, Microsoft 365 or Apple certifications are often preferred.</li><li>Flexibility: You may be required to learn new tools and systems as they are adopted by SMB Technologies.</li><li>Travel: While the position is fully remote, there may be times when in-person presence is requested for Team Meetings or to perform emergency Field Services work (&lt;5% of work time).</li></ul>Typical Tools Used<ul><li>Ticketing software (e.g., Syncro, ConnectWise)</li><li>Remote Desktop Tools</li><li>Active Directory (AD)</li><li>Microsoft 365 (Outlook, Word, Excel)</li><li>Mobile Device Management platforms (e.g., Addigy, intune).</li><li>Knowledge Base software</li></ul>Pay: $23.00 - $29.00 per hourBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li></ul>Work Location: Hybrid remote in Portland, OR 97229

Remote Help Desk Technician

Join SMB Technologies, Inc. and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

SMB Technologies, Inc.

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Remote Help Desk Technician