Help Desk Technician

Role Description The Help Desk Technician role is a part-time, remote position responsible for providing timely technical assistance to internal users and program participants. Day-to-day tasks include responding to help desk requests, diagnosing hardware and software issues, and guiding users through step-by-step solutions via phone, email, or remote access tools. The technician will maintain and update ticketing records, escalate complex issues when needed, and assist with basic system configuration and user account setup. Additional responsibilities include monitoring system performance, documenting recurring problems, and contributing to user-friendly guides and FAQs to improve self-service support.
Qualifications

• Candidates should possess skills in desktop computers, including configuration, basic operating system management, and user environment setup.
• Candidates should possess skills in technical support and help desk support, focusing on responding to tickets, remote assistance, and clear communication with users.
• Candidates should possess skills in troubleshooting, including identifying root causes, testing solutions, and documenting resolutions.
• Candidates should possess skills in computer repair, such as diagnosing hardware issues, performing minor repairs, and coordinating advanced service when required.
• Strong customer service orientation and the ability to communicate technical information in a clear, accessible way.
• Ability to work independently in a remote setting, manage multiple requests, and prioritize tasks effectively.
• Familiarity with ticketing systems, remote support tools, and common office productivity software.
• Relevant technical certification or training (e.g., CompTIA A+, IT support courses) and prior experience in a help desk or support role are beneficial.