Technical Support Engineer (West Coast Hours)

Role overview

This is a fully remote IT help desk position supporting employees across multiple office locations nationwide. The role centers on troubleshooting a mix of hardware, software, and network issues, with a focus on Windows, Microsoft 365, and connectivity across WAN/LAN environments. Shifts run on West Coast hours, either 8:30am–5:00pm or 9:00am–6:00pm Pacific, reporting to an IT Supervisor.

Responsibilities

- Administer and support end-user workstations running Microsoft Windows across local and remote offices. - Diagnose and resolve network hardware and software failures, including wireless connectivity and EDI communications. - Manage and maintain network devices, security configurations, document management systems, Microsoft Office, WAN/LAN, and remote computing solutions. - Walk non-technical users through new software and equipment, translating technical concepts into clear language. - Install, update, and maintain desktop hardware, peripherals, and drivers across distributed sites. - Log repairs and resolutions in a ticketing platform such as ZenDesk and collaborate on application issue research. - Take on additional projects and priorities as assigned by the IT Supervisor.

Requirements

- At least two years of experience in a service desk or help desk role. - Associate's degree or higher in Computer Science, Engineering, or a related discipline. - Hands-on experience with Windows, Microsoft 365, Exchange, and Azure environments, plus solid LAN/WAN networking knowledge. - Familiarity with Ethernet, cabling, hubs, network protocols, printers, scanners, copiers, and presentation/multimedia hardware. - Background working in an ITIL or ITSM environment. - Strong troubleshooting, organizational, written, and interpersonal skills, with a clear sense of urgency and attention to detail.

Nice to have

- CompTIA A+ certification. - Experience with ZenDesk, ServiceNow, FreshDesk, or comparable ticketing systems. - MacOS and iOS support experience. - Wireless network troubleshooting background. - Contributions to a team documentation or knowledge base.

Benefits and work setup

- Hourly pay range of $25–$35 USD depending on experience, with overtime paid at 1.5× the regular rate. - Comprehensive medical, vision, and dental coverage with low employee contributions, plus an Employee Assistance Program. - 401(k) plan with employer matching (100% on the first 3% and 50% on the next 4–5%). - Paid parental leave at base pay, accrued vacation, and a $60 monthly technology reimbursement. - Standard 37.5-hour workweek designed for balance. - Educational reimbursement up to $3,500 per calendar year for eligible non-attorney team members. - Internal inclusion programs, charitable giving initiatives, and regular social and off-site events.