Remote Help Desk Technician

Job Overview

A 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

• User Support: Respond to and resolve technical issues for end-users in person, over the phone, or remotely.
• Troubleshooting: Diagnose and fix problems with desktops, laptops, printers, mobile devices, and common software (Mac OS, Windows, M365).
• Account Management: Perform tasks like password resets and user setup in systems like Entra ID or Active Directory.
• Hardware/Software: Install, configure, update, and decommission workstations and applications as needed.
• Ticketing System: Log all incidents, track requests, and document resolutions.
• Escalation: Identify and escalate urgent or complex issues to higher-level IT staff.
• Documentation: Create and maintain records of procedures and solutions.

Essential Skills & Qualifications

• Technical Skills: Strong grasp of desktop hardware, operating systems (Windows and/or Mac), common software, networking basics, and potentially mobile device support.
• Troubleshooting Methodology: An understanding of how to properly assess, diagnose, and develop paths to resolution for various IT issues.
• Soft Skills: Excellent communication (written/verbal), customer service, problem-solving, patience, and ability to work under pressure.
• Experience: Previous experience in IT support or a related field (e.g., PC or Apple Technician, IT Field Services, Helpdesk, etc.).
• Certifications: CompTIA A+, Network+, Microsoft 365 or Apple certifications are often preferred.
• Flexibility: You may be required to learn new tools and systems as they are adopted by SMB Technologies.
• 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 (<5% of work time).

Typical Tools Used

• Ticketing software (e.g., Syncro, ConnectWise)
• Remote Desktop Tools
• Active Directory (AD)
• Microsoft 365 (Outlook, Word, Excel)
• Mobile Device Management platforms (e.g., Addigy, intune).
• Knowledge Base software

Pay: $23.00 - $29.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: Hybrid remote in Portland, OR 97229