IT Specialist / Helpdesk Technician

Connection is seeking a Technical Help Center IT Specialist for a contract to hire opportunity. This remote role supports corporate team members and pet care centers nationwide by delivering Tier 1 and Tier 2 troubleshooting and day to day help desk support.

Role Responsibilities

• Deliver Tier 1 and Tier 2 technical support for corporate team members and pet care centers across the country.
• Troubleshoot and resolve issues involving hardware, software, Windows, macOS, printers, networking, phones, cameras, and cloud services.
• Manage and prioritize incoming requests using the IT ticketing system, while maintaining outstanding customer service.
• Create and manage user accounts, permissions, and access using Okta, Active Directory, and Microsoft 365.
• Configure, deploy, and support desktops, laptops, mobile devices, and other related IT equipment.
• Maintain an accurate IT asset inventory and support equipment procurement and deployment activities.
• Provide updates to team members and Technology staff on project status and technical changes.
• Document troubleshooting outcomes and contribute to technical knowledge resources.
• Participate in an after-hours on-call rotation, currently approximately once every 6–8 weeks.

Required Qualifications

• 2 to 5 years of IT Help Desk experience supporting Windows and Office 365 environments.
• Basic to intermediate understanding of networking and networking principles.
• Experience supporting macOS devices.
• Strong communication skills with the ability to listen, empathize, and communicate effectively with team members over phone or email.
• Exceptional troubleshooting capability with strong attention to detail.
• Ability to learn quickly, function as a self-starter, and take direction well.
• Ability to manage multiple projects and meet deadlines.

Nice to Have

• Zendesk experience
• Okta experience
• Azure or AWS experience

Technology and Tools

Windows, macOS, printer, network, phone, camera, cloud service, IT ticketing system, Okta, Active Directory, Microsoft 365, Zendesk, Azure, AWS, Office 365.

Position Overview

This role is available through Connection’s Technical Staffing division. It is a contract to hire position based remote (remote), with benefits. Success in the role depends on a positive attitude, strong customer service skills, curiosity, and a willingness to learn while supporting a fast-paced, nationwide organization.