Help Desk Engineer

Tie National, LLC offers a 100% remote Help Desk role for candidates anywhere in the United States, with support coverage built around a 24/7/365 client need. You will help clients with real-time troubleshooting while also supporting nationwide deployments through coordinated remote work. This position is available full-time or part-time, with pay of $22.00 to $25.00 per hour (commensurate with experience).

What you’ll be doing

As a Help Desk Engineer, you will serve as a front-line remote support resource and handle escalations that require advanced diagnosis and technical leadership. You will resolve tickets for clients nationwide, investigate complex technical issues coming from the lower-tier Help Desk, and provide guidance during deployment activity that supports installations across multiple technology domains.

• Provide 24/7/365 remote technical support and resolve client tickets nationwide.
• Diagnose and resolve complex escalations from lower-tier Help Desk with dynamic problem-solving.
• Assist and manage local field technicians during nationwide technology installations, including dispatching, site rollouts, and hardware servicing.
• Perform remote setup, configuration, and programming for computers, routers, switches, firewalls, business surveillance systems, and VoIP phone systems.
• Support Tie National service domains, including:
  • Cabling structure, rack/stack, wireless networks, cellular backup internet, and POTS replacement
  • VoIP/POTS solutions, phone system management, and carrier escalations
  • IP cameras (example: Eagle Eye Networks cloud surveillance) and security analysis
  • Sound masking, background audio, video boards, and digital signage
  • Desktop/OS troubleshooting, backup internet, and business continuity planning
• Participate in an on-call rotation for after-hours and weekend emergency support.

Skills and qualifications

• Proven experience in a Help Desk, System Administration, or IT Support Engineering role.
• Exceptional troubleshooting skills, including the ability to break down unfamiliar, complex issues and resolve them under pressure.
• Strong problem-solving with a proactive, resourceful mindset that adapts quickly in a multi-faceted IT environment.
• Hands-on experience with networking equipment (routers, firewall configuration), desktop operating systems, surveillance/CCTV platforms, and VoIP systems.
• Willingness and flexibility to work scheduled after-hours and weekend on-call shifts.
• Excellent verbal and written communication skills with strong customer-service principles.

Benefits

• Unlimited PTO (Paid Time Off)
• Comprehensive Healthcare Plan
• Dental insurance
• Vision insurance
• Life Insurance Coverage
• 401(k)
• 401(k) matching
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan

Remote work setup

This is a BYOD (Bring Your Own Device) role. You will provide your own computer setup that meets company security standards, including a high-speed internet connection and a quiet home office environment.

Schedule and pay

• Full-Time and Part-Time positions available
• Pay: $22.00 - $25.00 per hour (commensurate with experience; listed range also includes $23.00 to $25.00 per hour)