vMOX is looking for an IT Helpdesk Technician who will be responsible for answering questions and requests related to IT issues. As the first point of contact for users seeking technical assistance, the Helpdesk Technician provides remote assistance by contacting users who submitted a helpdesk request. If you have a passion for helping employees and are looking to be a key player in a fast-growing, innovative company, this role is for you.
NOTE: This position is remote; however, the perfect candidate must be able to commute to our Port Washington, NY and/or East Windsor, NJ offices as required.
In this job you will:
Interpret, evaluate, and resolve problems reported to the help desk regarding various hardware, software, and corporate systems to ensure seamless operations and minimal downtime.
Monitor all support ticket queues; open, resolve or reassign tickets appropriately. Escalate advanced inquiries to IT team members in a timely fashion.
Maintain and document detailed resolutions to incident tickets in the IT Helpdesk system.
Place service calls to outside vendors (Microsoft 365, VoIP, ISP, etc.); monitor and track the call until the issue is resolved.
Onboarding and offboarding for new and terminating employees to include equipment delivery, setup, software installation, and equipment return.
Lead and organize comprehensive IT onboarding sessions for new hires and system training to end users as needed.
Coordinate hardware returns and repairs, ensuring equipment is operational and in top condition.
Collaborate with IT Manager to procure necessary IT equipment for new and existing employees as required, ensuring timely and cost-effective delivery.
Perform timely laptop OS patching and software upgrades as required and manage inventory records of all assigned equipment.
Maintain and assist in troubleshooting physical security systems, LAN/WAN/Wi-Fi infrastructure, and other office peripherals.
Provide remote and onsite tech support for Zoom and MS Teams meeting video conferencing equipment.
Methodically document technical issues, resolutions, and processes to foster knowledge sharing and future reference.
Work hand-in-hand with the IT Manager on various IT projects and initiatives, bringing your unique insight to the table.
Perform other job-related duties and assignments as required by Supervisor/Manager.
Qualifications for the role:
Bachelor’s degree in computer science, management information systems, or related field (and/or equivalent work experience).
Two to five years experience supporting user requests in IT Helpdesk environment.
IT certifications a plus (ex. CompTIA A+/Network+, Microsoft MTA/Fundamentals, etc.)
Experience with Microsoft 365, including Teams (IM + Calls), SharePoint, OneDrive, Azure AD, MFA Apps, and VPN remote connectivity troubleshooting.
Proficiency with IT Helpdesk systems like Freshservice and JIRA.
Foundational knowledge of network protocols (TCP/IP, DHCP, DNS).
Strong background in troubleshooting and problem-solving.
Ability to analyze and address the needs of users.
Ability to work independently, self-manage job queues, and prioritize multiple tasks effectively.
Thrive as a team player in a fast-paced and change-oriented environment.
Excellent communication and customer service skills.
Motivated to expand knowledge and conduct research to document new issues and solutions.
Punctuality and consistent work attendance is a must.
100% remote in the comfort of your most effective environment
Must be able to commute to Port Washington, NY or East Windsor, NJ office as necessary to receive equipment.
The salary range of this position for an hourly employee is $20.00 - $27.00 per hour commensurate with experience and achievement.
To apply to an open position, please send your resume, cover letter and salary expectations to email@example.com (no calls please). Principals only. Headhunters, recruiters and staffing agencies — please do not apply.
vMOX provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.