Global Help Desk Technician - Remote Eligible

Global Help Desk Technician

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Global Help Desk Technician in the United States.

This role is designed for a proactive IT professional who thrives in a fast-paced, hands-on support environment. The Global Help Desk Technician will provide first-level technical support to employees worldwide, troubleshooting hardware, software, and network issues while delivering an exceptional user experience. You will serve as the primary point of contact for IT incidents, using diagnostic tools and helpdesk systems to resolve problems efficiently. The role requires strong interpersonal and communication skills, attention to detail, and the ability to work independently while collaborating across teams. You will also have opportunities to guide users through solutions, perform hands-on technical work, and contribute to improving IT support processes. This is a full-time, on-site role at the company headquarters, offering exposure to a diverse technology environment.

Accountabilities:

• Provide first-level technical support to end users via phone, email, chat, and in-person interactions.
• Troubleshoot hardware, software, and network issues, including desktops, laptops, and peripherals.
• Utilize helpdesk platforms to log, track, and manage incidents from initial report to resolution.
• Conduct hands-on fixes, including software installation, system configuration, hardware upgrades, and desktop repairs.
• Support remote users through screen sharing and other remote tools.
• Monitor system performance and identify potential IT issues proactively.
• Assist in maintaining IT documentation, knowledge bases, and best practices.
• Deliver basic user training on software applications and troubleshooting techniques.
• Escalate complex issues to higher-level IT teams while ensuring timely communication with end users.