About Company
Looking for a place where your IT expertise truly makes a difference? Career.zycto is at the forefront of delivering cutting-edge technology solutions and unparalleled customer support across various industries. We empower businesses to thrive in a digital-first world through robust infrastructure and responsive service. For an IT Help Desk Technician, this means a dynamic environment where problem-solving skills are honed daily, and direct impact on client success is always visible. Join a collaborative team committed to innovation and professional growth. We champion a culture of continuous learning and mutual support, ensuring you’re always at the top of your game, ready to tackle any challenge.
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Job Description
Career.zycto is seeking a highly motivated and detail-oriented IT Help Desk Technician with a strong focus on remote support to join our growing team. This is an exciting opportunity for an individual passionate about technology and dedicated to delivering exceptional service to our diverse client base. As an IT Help Desk Technician specializing in remote support, you will be the first point of contact for users experiencing technical issues, providing crucial assistance to ensure their systems and applications run smoothly. Your primary responsibilities will involve diagnosing, troubleshooting, and resolving hardware, software, network, and system problems over the phone, via email, and through remote desktop tools.
This role demands excellent communication skills, a patient demeanor, and the ability to translate complex technical jargon into understandable terms for non-technical users. You will be instrumental in maintaining high levels of client satisfaction by providing timely, effective, and professional support. Our ideal candidate is a proactive problem-solver who can work independently to resolve common issues, escalate complex problems to senior IT staff when necessary, and document solutions meticulously for future reference. While working remotely, you’ll be an integral part of a collaborative IT department, participating in team meetings and contributing to the continuous improvement of our support processes and knowledge base. This position offers a fantastic opportunity to expand your technical skill set, work with a variety of technologies, and contribute to a company that values innovation and employee development.
Key Responsibilities
- Provide first-level technical support and troubleshooting for hardware, software, network connectivity, and application issues primarily through remote assistance tools.
- Respond promptly to service requests and incidents received via phone, email, and ticketing system, ensuring accurate logging and categorization.
- Diagnose and resolve common IT problems, including password resets, account unlocks, printer configurations, and basic network troubleshooting.
- Escalate complex or unresolved issues to appropriate senior IT personnel or specialized teams with detailed documentation of troubleshooting steps taken.
- Install, configure, and maintain software applications and operating systems on end-user devices.
- Educate users on best practices for system usage and basic troubleshooting steps.
- Maintain precise records of all support interactions, resolutions, and follow-up actions within our ticketing system.
- Contribute to the creation and maintenance of a comprehensive knowledge base of common issues and resolutions.
- Participate in team meetings and training sessions to stay updated on new technologies and company procedures.
- Assist with basic network administration tasks, including user provisioning and access management, as needed.
Required Skills
- Minimum of 2 years of experience in an IT help desk or technical support role.
- Proven ability to provide remote technical support for Windows, macOS, and common business applications.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP) and Wi-Fi configurations.
- Proficiency with remote desktop software (e.g., TeamViewer, AnyDesk, RDP).
- Experience with Active Directory user and computer management.
- Excellent verbal and written communication skills with a customer-centric approach.
- Ability to diagnose and resolve technical issues logically and efficiently.
- Strong organizational skills and attention to detail, especially in documentation.
- Capacity to work independently and manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
- Experience with cloud-based productivity suites (e.g., Microsoft 365, Google Workspace).
- Familiarity with IT service management (ITSM) tools and methodologies (e.g., ITIL).
- Previous experience supporting virtual desktop infrastructures (VDI).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Paid time off and company holidays.
- 401(k) retirement plan with company matching.
- Opportunities for professional development and certifications.
- Flexible remote work environment.
- Collaborative and supportive team culture.
- Access to the latest tools and technologies.
How to Apply
If you are ready to apply your technical expertise in a dynamic remote support role and contribute to a forward-thinking team, we encourage you to submit your application. Please click on the link below to apply for this exciting opportunity.
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