Helpdesk Technician I (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Helpdesk Technician I in United States.

In this role, you will provide essential first-level technical support to a diverse group of users, ensuring seamless access to systems, tools, and productivity resources. You will contribute to the smooth operation of IT services by troubleshooting incidents, managing user accounts, and maintaining hardware and software across the organization. This position plays a key role in ensuring reliability, efficiency, and responsiveness within the technology environment. You will work collaboratively with cross-functional teams to resolve issues, document procedures, and support ongoing improvements. The role requires strong communication skills, a customer-first mindset, and the ability to assist both technical and non-technical users in a fast-paced setting.

Accountabilities

• Provide first-level technical support through phone, email, chat, or in-person interactions, ensuring timely and clear assistance to users.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, operating systems, and standard business applications.
• Manage help desk tickets by logging, tracking, prioritizing, and documenting incidents and resolutions in platforms such as Jira Service Management or ServiceNow.
• Perform initial triage of new support requests and assign or escalate them to appropriate Tier 2 or Tier 3 teams when needed.
• Install, configure, and maintain software, operating systems, and hardware components to support daily business operations.
• Execute user account tasks including password resets, new account setup, access modifications, and permission management within systems such as Microsoft Entra ID.
• Provide step-by-step training and guidance to users, ensuring clear understanding of system usage and best practices.
• Contribute to documentation by creating or updating internal knowledge base articles and user support materials.

Requirements

• High school diploma required; an associate or bachelor’s degree in computer science or a related field is preferred. Certifications such as CompTIA A+ or ITIL are highly regarded.
• Strong understanding of computer systems, hardware components, operating systems (Windows and/or macOS), and common business software tools.
• Basic knowledge of networking fundamentals including IP addressing, DNS, and DHCP.
• Proven problem-solving and analytical abilities to diagnose issues and deliver effective solutions.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Customer-focused mindset with professionalism, patience, and reliability when handling user requests.
• Strong organizational and time-management skills to manage multiple tasks and maintain ticket queues effectively.
• Previous experience in an IT help desk or customer support environment is preferred.
• Familiarity with U.S. healthcare regulatory requirements such as HIPAA and the Hi-Tech Act; knowledge of HITRUST standards is a plus.

Benefits

• Base salary range of 57,500 – 65,000 USD, plus annual bonus eligibility.
• Competitive medical, dental, and vision insurance coverage.
• Healthcare and Dependent Care FSA; company-funded HSA.
• 401(k) with 4% company match, fully vested from day one.
• Employer-paid short-term and long-term disability coverage.
• Life insurance equal to one year of salary.
• 20 days of PTO, 10 company holidays, and 2 floating holidays.
• Paid parental leave and additional benefits detailed in the final offer.
• Eligibility for employee equity purchase programs depending on role and policies.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.
The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.
Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps, such as interviews or assessments, are then made by their internal hiring team.
Thank you for your interest!

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