Remote IT Help Desk Technician

Introduction: Building a Future Where Everyone Belongs

Imagine a workplace where your voice matters, where your background enriches a collective mission, and where your dedication is met with respect, appreciation, and support. That is the kind of environment you can expect as a Remote IT Help Desk Technician. In this role, you become more than a troubleshooter—you become a trusted ally in someone else’s workday, providing not just answers, but assurance. We are proud of our diverse team and the values we hold close: inclusion, empathy, teamwork, and dignity. Our story is one of resilience, shaped by employees from diverse backgrounds whose unique perspectives fuel our innovation.

What You’ll Do: Key Responsibilities That Matter

Supporting others goes far beyond technical know-how. Your job will involve assisting internal employees and remote users with a variety of IT issues, making their daily work lives easier and more efficient. You will be the calming presence on the other end of the line when a system crashes, and the reassuring voice that guides someone back to productivity.

• Respond to incoming help desk requests via phone, chat, and ticketing systems.
• Troubleshoot and address a range of hardware and software challenges, such as those related to laptops, mobile devices, VPNs, printers, and internal applications.
• Offer support for remote access platforms and ensure users can securely connect from any location.
• Collaborate closely with other IT departments to escalate and resolve complex technical problems.
• Document user interactions, resolutions, and recurring issues to enhance the knowledge base
• Maintain detailed records of troubleshooting steps for future learning and pattern identification.
• Follow company protocols to ensure data security and user confidentiality
• Participate in ongoing team knowledge sessions and training updates

Our Culture: Compassionate, Inclusive, and Collaborative

We firmly believe that the power of a company lies in the diversity of its people. We welcome team members from all cultures, identities, abilities, and backgrounds. Whether you are a seasoned IT professional or someone transitioning from another field, you will find an inclusive workplace ready to embrace your individuality. We foster a sense of belonging through mentorship, employee support networks, flexible policies, and initiatives that celebrate diversity.

Real stories from our team echo this commitment. One of our long-time technicians, Alex (they/them), started as a temp worker and is now leading our service improvement committee. Their voice shaped a new protocol that makes our remote help desk support more accessible to people with visual impairments. This is the kind of place where your input sparks real change.

Tools and Technology: Enabling Seamless Support

As a Remote IT Help Desk Technician, you'll have access to industry-standard tools that enable effective support delivery, even from afar. We provide modern platforms that simplify communication, automate workflows, and allow you to focus more on people than processes.

• Ticketing systems such as ServiceNow and Jira
• Remote desktop management tools like TeamViewer and LogMeIn
• Secure VPN access management and multi-factor authentication support
• Internal chat systems for real-time collaboration
• Mobile device management (MDM) solutions

We consistently update our tools to ensure that our technicians remain well-prepared and continuously supported, enabling them to perform at their best.

Who You Are: Qualifications That Reflect Skill and Spirit

Success in this role comes not just from what you know but how you show up. We value individuals who are empathetic, resilient, and eager to learn. If you're the kind of person who thrives in a team-oriented environment and genuinely cares about the well-being of others, you will excel here.

Required Skills & Experience

• Proven experience in IT support, service desk, or help desk roles (1-3 years minimum preferred)
• Strong working knowledge of Windows and Mac operating systems
• Familiarity with Active Directory, email configuration, and basic networking
• Excellent problem-solving abilities and attention to detail
• Clear, compassionate, and effective verbal and written communication

Bonus Attributes

• Certifications such as CompTIA A+, Network+, or Microsoft 365 Fundamentals
• Experience working in a distributed, remote-first team environment
• Bilingual or multilingual communication skills

We are more interested in the value you bring than a perfect checklist of qualifications. If you feel aligned with our values and mission, we encourage you to apply.

Work Environment: Where Flexibility Meets Belonging

Working remotely shouldn’t mean working alone. We take care to ensure every technician feels part of a unified team, even across time zones. You will have regular virtual check-ins, team huddles, and access to wellness resources. We offer support for home office setup, including stipends and ergonomic equipment, to create a comfortable and efficient space that works for you.

You can expect structured schedules, but also flexibility to accommodate personal needs, emergencies, or unexpected challenges. Whether you are caregiving, studying, or simply living life outside of work, your role is designed to support both professional success and personal fulfillment.

Growth and Opportunity: A Future You Can Shape

Our commitment to professional development runs deep. You’ll have access to certification programs, technical workshops, and leadership development initiatives. Employees who began in entry-level technician roles have grown into cybersecurity analysts, network engineers, and team leads.

We create pathways for advancement because we believe in lifting people as they grow and develop. Your curiosity will be rewarded, your questions will be heard, and your career goals will be supported every step of the way.

Compensation and Benefits: Supporting You Holistically

• Annual Salary: $48,152
• Remote-first work environment with equipment provided
• Comprehensive health, dental, and vision insurance
• Generous paid time off, parental leave, and wellness days
• Learning and development reimbursements
• Mental health support and employee assistance programs
• Diversity resource groups and inclusive holiday observances

Excited to Work Where You Truly Matter?

If you’re searching for a career that combines technical challenge with a warm, human-centered culture, this is your moment. Apply now and become part of a team that values compassion as much as capability. Your next chapter begins with a company that listens, supports, and celebrates who you are.

Take the next step. Apply today and help us build a more connected, inclusive future.