Help Desk Support Agent (Remote)

KYNY Group Logo
KYNY Group
United States, US (Remote)
  • IT
  • FlexTime
  • FullTime
  • Applications have closed

We are looking for a dependable Help Desk Support Agent to serve as the first point of contact for technical issues faced by our clients and internal team members. In this role, you will troubleshoot hardware, software, and network problems, provide clear guidance to non-technical users, and ensure that technical disruptions are resolved quickly and efficiently. You’ll work remotely while playing an essential role in keeping our operations and our clients’ operations running smoothly.

Key Responsibilities

  • Serve as the first point of contact for end-users experiencing technical issues via phone email, chat, or ticketing system.
  • Troubleshoot and resolve issues related to hardware (laptops, desktops, peripherals), software (Windows, macOS, Microsoft 365, Google Workspace), and network connectivity.
  • Diagnose and resolve login problems, email configuration issues, printer connectivity, and application errors.
  • Log, track, and document all support requests in the ticketing system, ensuring timely resolution with established service-level agreements (SLAs).
  • Provide clear, step-by-step guidance to non-technical users, helping them resolve issues independently when possible.
  • Assist with new user onboarding, including setup, hardware provisioning, and software configuration.
  • Work closely with IT team members to identify recurring issues and recommend long-term solutions.

Requirements

  • Previous experience in a help desk, technical support, or IT support role is preferred.
  • Experience with remote troubleshooting and support tools (i.e. remote desktop software, ticketing systems).
  • Strong understanding of Windows and macOS operating systems.
  • Proficiency with Microsoft 365 or Google Workspace.
  • Familiarity with basic networking concepts (TCP/IP, DNS, VPN, Wi-Fi).
  • Experience with ticketing systems (i.e. Zendesk, FreshService, Jira Service Management, ServiceNow).
  • Knowledge of common hardware issues and peripheral setup.
  • Excellent communication skills with the ability to explain technical concepts in plain language.
  • Patience and empathy when working with frustrated users.
  • Strong problem-solving and analytical thinking abilities.
  • Self-motivated and able to work independently in a remote environment.

Benefits

  • Work from anywhere
  • Competitive pay
  • Flexible schedule
  • Supportive and collaborative environment
  • Opportunities for growth and advancement

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