Help Desk Agent I/Remote

Job Title: Help Desk Agent ILocation- RemoteRole OverviewWe are looking for a Help Desk Agent I to provide first-level technical support to end users. This role involves troubleshooting basic IT issues, resolving service requests, and ensuring a smooth user experience with company systems and tools.Key ResponsibilitiesProvide first-line support for hardware, software, and network issuesRespond to user queries via phone, email, or ticketing systemLog, track, and manage incidents and service requestsTroubleshoot basic issues related to desktops, laptops, printers, and applicationsEscalate complex problems to higher-level support teams when neededAssist with user account setup, password resets, and access issuesInstall and configure standard software and hardwareMaintain accurate documentation of issues and resolutionsFollow IT support processes and service level agreements (SLAs)Required Skills & QualificationsBachelor’s degree or diploma in IT, Computer Science, or related field (or equivalent experience)02–4 years of experience in IT support or help desk rolesBasic understanding of Windows/macOS operating systemsFamiliarity with common software (Microsoft Office, email clients, browsers)Basic knowledge of networking concepts (Wi-Fi, LAN, VPN)Strong problem-solving and communication skillsPreferred QualificationsExperience with ticketing tools (ServiceNow, Jira, Zendesk, or similar)Basic understanding of Active Directory and user managementIT certifications (CompTIA A+, ITIL Foundation) are a plusKey TraitsCustomer-focused with a helpful attitudeGood communication and listening skillsAbility to handle multiple requests and prioritize tasksWillingness to learn and grow in IT support