- Erfahrung
- 5+ yrs
- Gehalt
- USD 28 – USD 35 / hour
- Stellenangebote
- 1
- Veröffentlicht
- vor 3 Stunden
- Work mode
- Arbeiten von zu Hause
- Ausbildung
- Bachelor’s degree in an IT-related field
- Eligibility
- Candidates based in the United States who can work fully remote, maintain the required East Coast schedule, and are prepared for a temporary-to-permanent arrangement may apply. Applicants should also have a suitable home office setup and the experience level needed for a Tier 2 support role.
- Resume
- Required to apply
Stellenbeschreibung
About the Role
This fully remote Level 2 helpdesk position supports a multi-tenant IT environment serving a growing East Coast team. The role sits at the escalation layer of the service desk and calls for someone who can troubleshoot across networking, cloud identity, desktop systems, and security-related issues without needing on-site supervision.
About the Company
The organization delivers multi-tenant IT infrastructure management and cybersecurity services for a range of client businesses. The work style is highly process-oriented and documentation-led, with a strong focus on avoiding knowledge gaps between shifts and keeping operations steady.
Required Background and Tools
- A bachelor’s degree in an IT-focused discipline is strongly preferred.
- At least 5 years of progressive technical helpdesk experience is required, ideally in a multi-tenant managed service provider environment with a fast-moving queue.
- Hands-on experience with ConnectWise Manage/Automate, ScreenConnect (Control), and IT Glue is expected.
- Practical knowledge of firewall and edge networking platforms such as Cisco Meraki, HP Aruba, or comparable routing environments is needed.
- Strong working knowledge of Windows Server, Group Policy deployment, and Exchange Admin Center tools is required.
- The role suits a highly independent professional who keeps detailed records and communicates in a patient, consultative way with business users.
Role Summary
This position functions as the Tier 2 escalation point for the helpdesk. The specialist will investigate recurring technical issues, handle complex incidents, manage network boundary components, and support tenant environments while working entirely remotely.
Schedule and Work Setup
- This is a temporary-to-permanent opportunity.
- The initial engagement is a temporary contract for up to 3 months, followed by transition to a full-time direct-hire role based on performance fit.
- Working hours are Monday to Friday, 8:00 AM to 5:00 PM Eastern Time, and full availability during these hours is mandatory.
- The job is 100% remote and requires a private, quiet home workspace with a reliable high-speed hardwired internet connection.
Compensation
Pay is set between $28.00 and $35.00 per hour.
Key Duties
- Act as the primary contact for complex Tier 2 helpdesk tickets involving hardware, software, and remote connectivity issues, while meeting SLA expectations.
- Track, manage, and progress the ticket queue through ConnectWise to keep service delivery on target.
- Set up and maintain firewalls, secure site-to-site IPsec VPN tunnels, and local networking elements such as DNS, DHCP scopes, and switches.
- Handle tenant-level Microsoft 365 administration, Active Directory and Entra ID structure work, and endpoint policy deployment through Intune and SCCM.
- Maintain precise, reusable ticket documentation and asset records in IT Glue so handoffs remain consistent across shifts.
- Support security controls by deploying protection layers at the endpoint and gateway level, reviewing logs through security information tools, and managing onboarding and offboarding workflows.
Additional Notes
The role requires an autonomous working style, strong documentation discipline, and the ability to adapt quickly across a broad technical scope. Candidates should be comfortable taking ownership of issues from triage through resolution in a process-driven environment.