Help Desk

Remote IT Help Desk Technician

Position Summary
TechLoom Solutions is seeking a Remote IT Help Desk Technician to provide technical support and exceptional customer service to our clients. The successful candidate will be responsible for troubleshooting hardware, software, Microsoft 365, and network-related issues while ensuring timely resolution of support requests. This role requires strong technical skills, excellent communication, and the ability to work independently in a remote environment.

Key Responsibilities
Respond to support tickets, emails, and phone calls in a timely and professional manner.
Troubleshoot and resolve hardware, software, operating system, and network-related issues remotely.
Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and user account management.
Assist with user onboarding and offboarding, including account creation, password resets, and access management.
Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
Monitor and maintain client systems using remote management and monitoring tools.
Document support requests, troubleshooting steps, and resolutions in the ticketing system.
Escalate complex technical issues to senior technicians or management when necessary.
Follow established service procedures, standards, and best practices.
Assist with cybersecurity-related tasks, including endpoint protection and security awareness initiatives.
Provide excellent customer service while maintaining professionalism and confidentiality.

Required Qualifications
Minimum 3 years of IT support or help desk experience.
Strong knowledge of Windows 10 and Windows 11 operating systems.
Experience supporting Microsoft 365 environments.
Good understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting.
Good verbal and written communication skills.
Strong problem-solving and troubleshooting abilities.
Ability to prioritize tasks and manage multiple support requests simultaneously.
Self-motivated with the ability to work independently in a remote environment.

Preferred Qualifications (Nice to Have)
Experience administering Microsoft Intune for device management and deployment.
Experience with Microsoft Entra ID (Azure Active Directory), including user management, Conditional Access, and Multi-Factor Authentication (MFA).
Knowledge of Microsoft Exchange Online administration and email troubleshooting.
Experience with Microsoft Defender solutions, including endpoint security and threat management.
Experience managing Bitdefender endpoint security products.
Familiarity with Remote Monitoring and Management (RMM) platforms and PSA/ticketing systems.
Experience working in a Managed Service Provider (MSP) environment.
Basic knowledge of cybersecurity frameworks and security best practices.

Requirements
Reliable high-speed internet connection.
Dedicated workspace suitable for remote work.
Ability to work during standard business hours and participate in occasional after-hours support when required.
Personal computer and equipment capable of supporting remote support activities.
Reports To
IT Services Manager

Employment Type
Full-Time 
Remote
Why Join TechLoom Solutions?
Work remotely with a flexible and collaborative team.
Gain experience with modern Microsoft cloud and cybersecurity technologies.
Opportunities for professional growth and technical development.
Exposure to a diverse range of clients, industries, and IT environments.