Position Details

Salary $35K – $45K USD / year

Type Not Specified

Experience entry

Exp. Years 1 year

Education Associate's Degree in Information Systems, Business or related field

Category IT Support & Helpdesk

About this role

Remote service desk technician providing first-line IT support to end users, troubleshooting hardware/software issues, and handling requests via the IIT Call Center with escalation to remote engineers as needed.

Key Responsibilities

Provide first line support to end users
Monitor and respond to requests via email or the IIT Client Portal
Escalate requests requiring Remote Support Engineer level
Basic IT support for Microsoft core business applications and operating systems
Maintain system documentation in ConnectWise

Technical Overview

Supports basic Microsoft core applications/OS, WAN/LAN networking, VPN, Citrix, Terminal Services; uses ConnectWise for ticketing and documentation; remote support environment.

Ideal Candidate

The ideal candidate is an entry-level IT support professional with 1+ year of technical experience, strong communication skills, and familiarity with remote support tools (VPN, Citrix, Terminal Services). They should be comfortable working flexible hours and handling first-line end-user issues in a remote, client-facing environment.

Must-Have Skills

Associate's Degree in Information SystemsBusiness or related fieldTechnical ability to troubleshoot production hardware or software issuesAnalytical and problem solving skillsAbility to adapt and adjust to changing work situationsprocessesand proceduresWillingness to work flexible hours with occasional evening and weekend hoursStrong verbal and written communication skillsCustomer Service experienceAt least 1 year of relevant technical experience

Nice-to-Have Skills

A+ certificationMCPTechnical writing skills

Tools & Platforms

ConnectWiseCitrixTerminal ServicesVPNIITS Client Portal

Required Skills

Associate's Degree in Information SystemsBusiness or related fieldTechnical ability to troubleshoot production hardware or software issuesAnalytical and problem solving skillsAbility to adapt and adjust to changing work situationsWillingness to work flexible hours with occasional evening and weekend hoursStrong verbal and written communication skillsCustomer Service experienceAt least 1 year of relevant technical experience

Hard Skills

Windows operating systemsWANLANVPNTerminal ServicesCitrixConnectWiseIITS Client PortalTroubleshootingRemote supportMS Office

Soft Skills

Strong verbal and written communicationAnalytical thinkingProblem solvingTeamworkAdaptability

Certifications

Preferred

CompTIA A+ CertificationMicrosoft Certified Professional (MCP)

Industry & Role

Industry Consulting

Job Function Provide frontline IT support to end users as part of a remote service desk

Role Subtype Help Desk L1

Tech Domains Windows Server, Active Directory, Microsoft 365, Networking / TCP-IP, ITSM / ServiceNow

Keywords for Your Resume

Service Desk TechnicianremoteHelp Desk ticketsConnectWiseCitrixTerminal ServicesVPNWANLANIITS Client PortalA+ certificationMCPCustomer ServiceTroubleshooting1 yearAssociate's DegreeWindows operating systemsMS OfficeFirst line supportservice deskconnectwisecitrixterminal servicesvpna+ certificationmcpcustomer servicetroubleshooting

Deal Breakers

No associate degree in information systems, business, or related field, Less than 1 year of relevant technical experience, Inability to work flexible hours

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Service Desk Technician - Level 1

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