Helpdesk Administrator

Role overview An entry-to-mid-level IT support role serving as the first line of contact for internal employees across a globally distributed, fully remote organization. The position focuses on diagnosing and resolving hardware and software issues through remote tools, maintaining documentation, and ensuring smooth day-to-day technology operations for a 24/7 workforce.

Responsibilities - Diagnose, troubleshoot, and resolve hardware and software issues using a range of remote support tools. - Monitor, triage, and resolve helpdesk tickets to keep response and resolution times on track. - Maintain and update IT documentation, including end-user guides, troubleshooting runbooks, and system references. - Track IT assets, software licenses, and equipment warranties, and recommend replacements or upgrades as needed. - Escalate complex issues appropriately and partner with other IT team members on projects and initiatives. - Apply established security policies and procedures, reinforcing security awareness within everyday helpdesk operations.

Requirements - Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently. - Foundational knowledge of Windows 10/11 and macOS operating systems. - Hands-on experience with Google Workspace in a corporate environment. - Basic understanding of IT security principles and common security threats. - Excellent communication skills with the ability to explain technical concepts to non-technical users. - Self-starter who can work independently and contribute collaboratively in a fully remote environment; technical expertise gained through education, certifications such as CompTIA A+, or equivalent work experience.

Benefits and work setup - 100% remote work environment. - Generous paid time off including vacation, sick time, and paid holidays, plus 12 weeks of paid parental leave. - Medical, dental, and vision benefits, 401(k) with employer contribution, life and disability insurance, and stock options for full-time employees. - $500 one-time home office reimbursement, annual professional development allowance, $75/month digital reimbursement, and access to a coaching and growth platform.