Virtual Service Desk Technician

Responsibilities:

• Replies to trouble tickets and resolves user problems through remote assistance.
• Provides support for standard MS Windows and Mac desktop applications, Google Suite, Microsoft Office, Slack, and smartphones.
• Interacts with customers daily, maintains problem audit trails, and escalates issues as necessary.

Qualifications:

• Requires Public Trust Clearance and the ability to obtain ITILv4 Foundation Certification within 120 days.
• Needs 4-9 years of experience with a high school diploma and proven ability to work independently in a remote environment.
• Desired experience includes 2 years with Windows/Mac support, smartphone support, and remote support tools.

Work Arrangement:

• This is a full-time remote position within the US, requiring maintenance of a secure home workspace.
• Standard working hours must be maintained per the contract, with availability for meetings and collaboration.
• No travel is required for this role.