Desktop Support Technician

SUMMARY

Experienced Desktop Support Technician with strong Windows OS and network troubleshooting skills, capable of independently handling Tier 2.5 support tickets, including VPN, password resets, software installations, patches, and printer issues. Proficient with ticketing and remote management tools such as ConnectWise, Zendesk, and Jira, with experience leading teams and working effectively in long-term remote and night shift environments.

JOB RESPONSIBILITIES

• General desktop support: Windows OS support, VPN, password resets, shared drives, printer troubleshooting.
  
• Network troubleshooting
  
• Handling tickets independently after triage by the client’s internal team (e.g., patches, installs, resets)
  
• Considered a standard role (help desk / desktop support roles).
  

QUALIFICATIONS

• Strong Windows OS experience (Mac support is a plus but not required)
  
• MSP experience preferred, followed by IT vendor support experience, then internal IT
  
• Familiarity with ticketing/RMM tools; ConnectWise is preferred, but experience with similar tools (e.g., Zendesk, Jira) is acceptable
  
• IT Certifications as are nice to have, not required
  
• Open to consider other remote tools: ConnectWise / RMM / Manage / Zendesk / Jira
  
• Targeting Tier 2.5 support level & experience.
  
• Candidates must work independently with minimal oversight.
  
• Experience: At least ~5 year working with a ticketing system.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule (CST).