Technical Helpdesk - 2nd and 3rd Shift

*Location:* Remote – Anywhere in the USA *Remote Work Requirements: *This is a fully remote position open to candidates anywhere in the USA. Candidates must have reliable high-speed internet and a quiet, professional workspace free from distractions. The position will be assigned to either 2nd or 3rd shift. *Job Type:* Hourly Consultant *Hours: 2nd Shift:* Tuesday–Saturday, 5:30 p.m.–2:00 a.m. ET, with a 30-minute unpaid lunch *3rd Shift:* Tuesday–Saturday or Sunday–Thursday, 12:00 a.m.–8:30 a.m. ET, with a 30-minute unpaid lunch *Pay: *$22.14/hour *Essential Functions:*

• Resolve escalated technical issues involving hardware, software, Windows OS, Microsoft 365, remote access, and network connectivity.
• Perform account and access management, including onboarding, offboarding, permissions, and related support tasks.
• Serve as an escalation point for technicians, providing guidance on complex technical issues and troubleshooting best practices.
• Troubleshoot and resolve most technical issues independently while escalating appropriately when required.
• Analyze recurring incidents and collaborate with team members to identify root causes and recommend process improvements.
• Maintain accurate documentation of incidents, resolutions, procedures, and technical solutions.
• Support workflow improvements and initiatives designed to enhance service quality and client satisfaction.
• Maintain professional communication with clients, technicians, and internal support teams.

*Skills:*

• Strong troubleshooting skills across Windows OS, Microsoft 365, remote access, hardware, software, and network connectivity.
• Proficiency with account provisioning, access management, permissions, and user support.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Understanding of service desk workflows, escalation procedures, and support best practices.
• Excellent written and verbal communication and technical documentation skills.
• Ability to work independently in a remote environment and manage multiple technical issues effectively.

*Experience:*

• 2–5 years of service desk, helpdesk, technical support, network support, or related IT experience; equivalent training and certifications may be considered.
• Experience troubleshooting complex technical issues and supporting escalated incidents.
• Experience with account/access management and Microsoft 365 environments preferred.
• Experience providing technical guidance or escalation support to other technicians preferred.

*Education:*

• High school diploma or equivalent required.
• Technical certifications or IT-related education preferred.
• CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator, or comparable certifications preferred.
• Actively pursuing additional technical certifications or cross-training is a plus.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

Expected hours: 40.0 per week