Helpdesk Support Executive - REMOTE

Role: Helpdesk Support Executive

Location: Charleston, WV

REMOTE 

Skills Required

• Provide remote deskside (virtual) technical support for users across various support options.
• Resolve hardware/software issues, respond to technical questions, and escalate incidents as necessary.
• Interact with end-users professionally and efficiently, providing excellent customer service.
• Follow standard operating procedures, privacy/security protocols, and incident tracking tools.
• Collaborate with the peers and Resolver groups to ensure timely resolution of issues and continuity of service.
• Attend and complete required training related to systems, privacy (FERPA/HIPAA), identity management, and data security. Requirements:
• 2+ years of experience in IT Helpdesk or deskside support (remote support experience preferred).
• Strong troubleshooting skills across Windows, macOS, mobile platforms, and common enterprise applications.
• Familiarity with ticketing systems, remote assistance tools, and virtual support technologies.
• Excellent communication skills, with a customer-focused and service-oriented mindset.
• Ability to follow established processes and documentation while maintaining high levels of confidentiality.

Preferred Qualifications:

• Prior experience supporting higher education institutions or similar regulated environments.
• Knowledge of FERPA, HIPAA, and other compliance frameworks related to higher education.
• Experience working with service-level agreements (SLAs) in a managed services context.