Position Details
About this role
This role provides remote IT support, focusing on incident management, troubleshooting, and customer service within a help desk environment.
Key Responsibilities
- Utilize ITSM systems to log and resolve incidents
- Manage tickets and SLA compliance
- Troubleshoot complex issues remotely
- Identify and remediate viruses and malware
- Support Microsoft Office and third-party software
Technical Overview
Environment includes ITSM platforms like ConnectWise, ServiceNow, Jira, and Microsoft 365, with responsibilities for security, patching, and remote troubleshooting.
Ideal Candidate
The ideal candidate is a mid-level IT support technician with at least 2 years of experience in help desk roles, proficient in ITSM tools and Microsoft ecosystem. Strong communication skills and customer service orientation are essential.
Must-Have Skills
Nice-to-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Certifications
Required
Preferred
Industry & Role
Keywords for Your Resume
Deal Breakers
Lack of relevant IT certifications, Less than 2 years customer service experience, No experience with ITSM systems, Inability to work remotely, Poor communication skills
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