Remote IT Technician (Contract) - 100% Remote USA

Overview

We are looking for a Remote IT Technician to deliver first and second-level technical support remotely across the United States. This contract/full-time position operates Monday to Friday on the first shift, offering complete remote work freedom.

Key Responsibilities

• Provide remote support to end users through phone, email, chat, and remote desktop applications.
• Diagnose and resolve issues related to Windows, Microsoft 365, hardware, software, printers, VPNs, and networking.
• Install, configure, and maintain desktops, laptops, peripherals, and software applications.
• Administrate user accounts, password resets, and access permissions within Active Directory and Azure AD.
• Log and document IT incidents and their resolutions using ticketing systems.
• Escalate complicated technical problems appropriately.
• Ensure customer support is delivered promptly and meets service level agreements (SLAs).

Requirements and Qualifications

• Minimum 2 years of experience in IT support roles such as Help Desk, Service Desk, or Desktop Support.
• Proficient in supporting Windows 10/11 operating systems and Microsoft 365 environments.
• Familiarity with Active Directory and Azure Active Directory management.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, and VPN technologies.
• Experience using remote support tools and ticketing software like ServiceNow, Jira, Remedy, or Zendesk.
• Strong troubleshooting capabilities along with excellent communication and customer service skills.

Preferred Skills

• Hands-on experience with Microsoft 365, Office 365, Azure AD, Windows 10/11.
• Working knowledge of ServiceNow, Jira, Intune, SCCM.
• Familiar with remote desktop tools such as TeamViewer, AnyDesk, Zoom, Microsoft Teams.
• Competent in printer and hardware support as well as software installation.
• Understanding of ITIL processes is an asset.