Helpdesk Technician

Join MITC as a Helpdesk Technician and help customers get the most from MITC software. This hybrid role pairs hands-on support with structured training and team collaboration, so you can build expertise through real customer questions, mentorship, and ongoing professional development.

You will be the first point of contact for customer support inquiries, guiding users through issues with a mix of ticket-based workflows and clear communication by phone and email. As you help resolve common problems, you will also collaborate with assigned helpdesk teams and other groups like quality control and development, escalating issues when needed.

What you’ll do

• Act as the first point of contact for customer support inquiries
• Use a ticketing system to manage customer requests and support users via phone and email
• Listen to customer questions and help users navigate MITC software effectively
• Identify the root of common user problems and provide step-by-step guidance
• Use critical thinking to understand what customers are experiencing and walk them through solutions clearly and patiently
• Collaborate with your assigned helpdesk team to brainstorm solutions, ask questions, and share knowledge
• Work with other MITC teams such as quality control and development, and escalate issues when appropriate
• Complete regular training, shadow senior team members, and build skills over time

What you bring

• Bachelor’s degree in any field
• Strong communication skills, comfortable working with customers by phone and email
• A passion for helping others and delivering exceptional customer service (customer service experience preferred)
• Ability to learn new tools and concepts
• Comfort managing multiple tasks and priorities

Compensation and benefits

• Salary: $40,000 to $60,000 per year, with a set-up plan based on quarterly evaluation
• MITC benefits package: valued at $5,000, including a $1,000 HSA company contribution
• 100% company-paid medical premium
• 401K match
• Life and disability insurance
• 401(K) retirement savings plan with company match
• Up to 4 weeks’ vacation
• 7 paid holidays
• Flexible work arrangements
• Professional development and continuing education opportunities

Hybrid schedule and logistics

• First 2 weeks: in office full time
• During the first 6 months: minimum 3 days per week in office
• After 6 months: minimum 2 days per week in office
• Full in-office work is also available for those who prefer it
• New hires typically start in-office full time for the first two weeks, with additional in-office time during the first six months for training and onboarding
• Office space supports team meetings, customer collaboration, and individual work, with in-person time encouraged when it improves collaboration
• All employees are equipped with the tools and support needed to succeed

Equipment provided: laptop, mobile phone, and all necessary equipment.

Investing in your growth

MITC provides ongoing training and professional development so you can build new skills and deepen expertise. You will have access to mentorship and collaborative teamwork that supports learning and knowledge sharing. The role also encourages continuous growth through challenging customer work and expanding responsibilities. MITC may consider providing up to $5,250 annually for tuition, fees, and student loan repayment tax-free for qualifying applicants under IRC Section 127.