Job Description

Salary: $45,760 - 58,240 per year Requirements: We have 1-3 years of experience in an IT helpdesk, desktop support, technical support, or comparable role, preferred. We bring strong troubleshooting and problem-solving abilities. We are comfortable supporting Windows computers and common business applications. We are familiar with Microsoft 365, email, user accounts, and basic networking concepts. We can diagnose internet, Wi-Fi, printer, hardware, and software issues. We have a strong customer service mindset. We communicate clearly in both written and verbal form. We can prioritize multiple support requests and manage time effectively. We demonstrate strong attention to detail and follow-through. We can work independently in a remote environment. We can maintain confidentiality and handle employee information appropriately. Preferred: we have experience supporting a remote workforce. Preferred: we have experience with Microsoft 365 administration. Preferred: we have experience using an IT ticketing or helpdesk system. Preferred: we are familiar with user provisioning and deprovisioning. Preferred: we have a basic understanding of networking, VPNs, DNS, and Wi-Fi troubleshooting. Preferred: we have experience with device management or endpoint management systems. Preferred: we have experience documenting IT processes and creating knowledge-base resources. Responsibilities: We serve as the first point of contact for employees experiencing technology issues. We troubleshoot computers, laptops, monitors, printers, peripherals, software, and connectivity problems. We diagnose and resolve internet, Wi-Fi, VPN, and network access issues. We assist employees with password resets, account access, and login problems. We provide support for Microsoft 365 and other company software and applications. We escalate complex technical issues to the appropriate IT resource or vendor. We track support requests and follow issues through to resolution. We maintain clear, accurate documentation of support activities and recurring issues. We prepare computers and technology equipment for new employees. We set up employee accounts, email, software, and system access. We install and configure required applications and security tools. We coordinate equipment delivery and setup for remote employees. We ensure new hires have the technology and access they need to be productive on their first day. We assist with technology setup during employee transfers, promotions, and role changes. We help employees understand and use company technology effectively. We provide basic training and guidance on software, systems, and equipment. We assist employees with technology-related questions and day-to-day technical needs. We communicate technical information in a clear, patient, and non-technical way. We maintain a high level of responsiveness and professionalism when supporting employees. We help maintain records of company computers, equipment, and other technology assets. We assist with deployment, replacement, recovery, and retirement of IT equipment. We troubleshoot hardware issues and coordinate repairs or replacements when needed. We maintain organized records of assigned equipment and employee technology. We follow company IT security policies and procedures. We assist with user access and permissions according to established procedures. We help identify and escalate potential security concerns, suspicious activity, or compromised accounts. We support password and account security practices. We maintain confidentiality of company and employee information. We document common technical issues and solutions. We help create and maintain internal IT support guides and knowledge-base materials. We identify recurring problems and recommend solutions to reduce future support requests. We assist with improving IT onboarding and helpdesk processes. We maintain accurate records of IT support activities. Technologies: Hardware Support Microsoft 365 Network Security VPN Windows Office 365 More: We are Truly Free Home, an onsite team based at HQ1 within our Information Technology department, reporting to the Director of Information Technology. In this full-time, non-exempt role, we offer compensation of $22 to $28 per hour, with expected hours of 40 per week. We also provide benefits including 401(k), dental insurance, employee assistance program, flexible spending account, health insurance, health savings account, paid time off, and vision insurance. Our work location is in person. last updated 38 week of 2026

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