IT HelpDesk Support

Job Title: IT HelpDesk Support Location: Permanent WFH (Remote) Role Type: Independent Contractor Schedule: Night Shift | Monday–Friday (Pacific Time) About the RoleWe are seeking a proactive IT HelpDesk Support Specialist to join our remote team. This role is responsible for providing Tier 1 IT support to end users, managing helpdesk tickets, and ensuring smooth and secure operations of IT systems. The ideal candidate combines technical troubleshooting skills with excellent communication and customer service abilities to deliver timely and effective support.Key Responsibilities:IT Ticket Management & HelpDesk SupportLog, track, update, and resolve help desk tickets while maintaining detailed resolution notes.Ensure accountability, transparency, and consistent service delivery.Provide Tier 1 support including basic troubleshooting and IT assistance.User Account AdministrationAssist with account setup, password resets, permissions, and access changes across systems and tools.Support secure and efficient user access management.System Monitoring & Maintenance SupportAssist with routine system checks, updates, backups, and basic maintenance tasks.Help prevent issues before they impact operations and users.Documentation & Knowledge ManagementMaintain accurate documentation of tickets, system procedures, and recurring issues.Contribute to internal knowledge bases and self-service resources for end users.End-User Support & Customer ServiceProvide clear, professional, and supportive assistance to users.Explain technical concepts in simple terms and maintain a service-oriented mindset.Required Skills & Qualifications:Strong communication skills and customer service orientationAbility to work US business hours (night shift Philippine time)Technical troubleshooting and systems knowledge:Operating systems (Windows, macOS)Common business applicationsHardware and basic networkingTicketing systems (e.g., Jira, Zendesk, Freshservice)Attention to detail and security awareness:Strong understanding of access controls, security best practices, and accurate documentationPreferred / Nice-to-Have Skills:Experience with IT ticketing systems like ServiceNow or similarPrevious experience supporting remote teams or US clientsKey Performance Indicators (KPIs):First Response Time: Initial response within SLA (15–30 mins for high priority, same business day for standard requests)Ticket Resolution Time: 90–95% of tickets resolved within SLAFirst Contact Resolution Rate: 70–80% or higherUser Satisfaction Score (CSAT): Maintain 85% or higherImpact on the Business:Provides timely and effective IT support to minimize downtimeImproves IT processes and documentation for consistent service deliveryContributes to a positive end-user experience through professional, proactive assistanceOriginally posted on Himalayas