Technical Helpdesk & Network Remote Support Agent II

Job Title: Technical Helpdesk & Network Remote Support Agent II
Location: Remote
Job Type: Hourly Consultant
Hours: 3rd Shift; Friday through Monday Midnight to 10:30 a.m. Eastern. This is a 10 hour shift with a 30 minute unpaid meal break. 
Pay: $22.50/hr

Remote Work Requirements: Reliable high-speed internet connection and a quiet, distraction-free workspace are required. Must be available for 3rd shift coverage, including weekends as scheduled.

Essential Functions:

• Resolve escalated technical issues involving hardware, software, workstations, servers, networking, connectivity, Windows OS, and Microsoft 365.

• Perform account and access management, including onboarding, offboarding, and permissions changes.

• Provide technical guidance and escalation support to Help Desk Technicians.

• Troubleshoot remote access and network-related issues with minimal supervision.

• Document incidents, resolutions, procedures, and troubleshooting steps accurately.

• Identify recurring issues and recommend process, workflow, and service improvements.

• Maintain a professional client experience while managing multiple technical issues and priorities.

Skills:

• Strong technical troubleshooting and problem-solving skills.

• Working knowledge of Windows, Microsoft 365, workstations, servers, networking, and remote access.

• Knowledge of account and access management processes.

• Strong multitasking, communication, documentation, and customer service skills.

• Understanding of service desk workflows and escalation procedures.

• Managed Services experience is a plus.

Experience:

• 2–5 years of service desk, technical help desk, network support, or related experience, or equivalent training and certifications.

• Experience resolving complex technical issues and supporting escalated cases.

• Previous Managed Services experience preferred.

• CompTIA Network+ or Microsoft 365 Certified: Endpoint Administrator certification preferred.

• Candidates actively pursuing additional technical certifications or cross-training are preferred.

Education:

High school diploma or equivalent required. Technical training, certifications, or relevant education preferred.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!