Entry-Level IT Help Desk Technician

About the Role

Join an innovative team shaping the future of job search through AI as an Entry-Level IT Help Desk Technician. In this role, you will support end users by resolving technical challenges, ranging from login complications to software troubleshooting, primarily via chat, email, and support tickets. You’ll document your findings, escalate unresolved technical problems, and help maintain our growing knowledge base.

Why Work With Us

• Impact development of real-world AI products used by a global audience.
• Enjoy meaningful responsibility and the ability to influence product experience.
• Collaborate at the intersection of AI technology, product, and user support.
• Contribute to innovative approaches in AI-driven job search tools.

Key Responsibilities

• Serve as the initial point of contact for technical support through digital channels.
• Diagnose and resolve problems across accounts, devices, browsers, products, and network connectivity.
• Recreate user-reported issues for investigation and gather essential technical data.
• Clearly explain solutions in straightforward steps for users of all backgrounds.
• Forward critical bugs and unresolved incidents to engineering teams for further action.
• Document solutions and keep internal knowledge articles current.
• Monitor recurring issues and suggest process or product improvements.
• Adhere to best practices regarding data privacy, security, and responsible information handling.

Qualifications

• Diploma, degree, certification, or equivalent hands-on experience in IT, Computer Science, or a similar field.
• Solid grasp of operating systems, browsers, networking basics, and standard software issues.
• Analytical and troubleshooting abilities to efficiently assess and resolve problems.
• Excellent communication skills, both verbal and written, with the ability to simplify technical topics.
• Comfort working in a fully remote setup.
• Preferred: Previous experience in technical support, help desk, or customer service roles.
• Preferred: Familiarity with support ticketing systems, remote assistance software, or CRM platforms.
• Preferred: Basic understanding of APIs, access logs, browser developer tools, or SQL queries.
• Preferred: Industry certifications (e.g., CompTIA A+, Google IT Support) and passion for AI and startup culture.