Helpdesk Technician Vertex Media - 4.8 Sacramento, CA Job Details Full-time | Contract $29.89 - $38.38 an hour 14 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance Flexible schedule Life insurance Qualifications Google Workspace Customer communication Wireless networking English Windows Wi-Fi protocol macOS Customer support Desktop administration Full Job Description Position Overview We are seeking a responsive and dependable Helpdesk Technician to join our remote IT operations team. In this role, you will act as the first line of defense for remote employees and clients experiencing day-to-day hardware, software, and network issues. This role is ideal for an entry-to-mid-level technician with strong problem-solving skills, patience, and clear communication abilities who thrives in a fast-paced ticketing environment.

Core Responsibilities User Support & Troubleshooting:

Respond to incoming helpdesk tickets, calls, and chat requests to resolve remote desktop, operating system (Windows/macOS), and application issues.

Remote Desktop Control:

Use remote support software (e.g., TeamViewer, BeyondTrust/Bomgar, or ScreenConnect) to connect to user devices, perform remote diagnostics, and fix software glitches.

User Accounts & Identity Management:

Perform routine account management tasks, including password resets, multi-factor authentication (MFA) setups, and account provisioning in Active Directory / Microsoft 365 / Google Workspace.

Ticketing & SLA Adherence:

Log, document, and categorize all support requests in ticketing systems (e.g., Jira, Zendesk, or ServiceNow) while meeting target response and resolution times.

Hardware & Peripheral Support:

Assist end-users with setup and troubleshooting of laptops, monitors, VPN connections, Wi-Fi connectivity, and office peripherals (printers/scanners).

Escalations & Documentation:

Identify issues requiring advanced technical intervention and cleanly escalate them to Tier 2/3 System Administrators. Document common solutions to help maintain the internal IT knowledge base.

Qualifications & Requirements Experience:

0-2 years of experience in an IT support, helpdesk, or technical customer support role.

Technical Knowledge:

Proficiency supporting Windows 10/11 and basic familiarity with macOS . Familiarity with Microsoft 365 (Outlook, Teams, SharePoint) and/or Google Workspace. Basic understanding of home/remote networking principles (Wi-Fi, routers, IP addresses, VPNs).

Soft Skills:

Outstanding verbal and written English communication skills with a customer-centric mindset and strong technical empathy.

Remote Work Setup:

Must have a dedicated home office, a stable high-speed internet connection (Ethernet preferred), and a distraction-free environment. Preferred Certifications (Nice-to-Have) CompTIA A+ Microsoft 365

Certified:

Fundamentals Pay:

$29.89 - $38.38 per hour

Benefits:

401(k) Dental insurance Flexible schedule Health insurance Life insurance Paid time off Vision insurance

Work Location:

Remote