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ITEKZ LLC

Help Desk Technician

ITEKZ LLC
Jacksonville, FL Remote $20 - $25/hr Full time Posted 10d ago
Customer Service End User Support Halopsa Help Desk Help Desk Support Help Desk Ticketing Information Technology (IT) IT Services Microsoft 365 Phone Support Professional Services Psa Platforms Remote Support Technical Support
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Job Description

The Help Desk Technician at ITEKZ LLC provides front-line technical support for clients across calls, emails, and PSA ticketing. This remote position in Jacksonville, FL focuses on diagnosing issues, documenting support activity, and coordinating with engineers when escalations are needed.

Key Responsibilities

  • Answer incoming support calls and respond to client support emails promptly and professionally.
  • Review, prioritize, and manage incoming tickets within a PSA system.
  • Troubleshoot common issues related to hardware, software, email, printers, and basic network connectivity.
  • Deliver remote technical assistance by guiding clients through step-by-step troubleshooting.
  • Create and update tickets with clear issue descriptions, troubleshooting steps, and documented resolutions.
  • Provide clients with ticket status updates and follow up until problems are resolved.
  • Escalate complex cases to the appropriate engineer and include accurate documentation to support resolution.
  • Support user account setup, perform password resets, assist with Microsoft 365, and help configure workstations.
  • Follow established support procedures and meet defined response expectations.

Required Qualifications

  • Previous experience in an IT help desk or technical support role.
  • Working knowledge of Windows, Microsoft 365, Outlook, and basic networking.
  • Experience using a PSA or ticketing system; familiarity with HaloPSA is a plus.
  • Strong verbal and written communication skills.
  • Proven troubleshooting ability paired with customer service focus.
  • Ability to prioritize multiple requests and maintain accurate, detailed documentation.
  • Ability to remain calm and professional when handling urgent issues or frustrated clients.
  • Ability to work independently while collaborating effectively with the technical team.

Technologies Used

  • PSA, HaloPSA
  • Windows
  • Microsoft 365
  • Outlook
  • Email, printer, and basic network connectivity support

Location and Compensation

Location: Jacksonville, FL (remote)

Compensation: USD 20 - 25 per hour

Benefits

  • Paid time off
  • Wellness resources

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