IT Help Desk Technician
IT Help Desk Technician
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Job Description
Job Title: IT Help Desk Technician
Location: Remote
Reports To: IT Support Manager
Company: MapleCraft Engineers
About MapleCraft Engineers:
At MapleCraft Engineers we combine the best in engineering technology and innovation to solve complex problems in civil engineering construction and architecture. We are committed to excellence in everything we do with a focus on creating lasting impactful solutions. Our team is passionate collaborative and eager to grow and were looking for someone to join us who shares that same passion.
Were seeking a Remote IT Help Desk Technician to be a vital part of our growing IT team. In this role you will be responsible for supporting the daytoday technical needs of our remote workforce ensuring a seamless IT experience. If youre someone who enjoys problemsolving thrives in a dynamic environment and is eager to make a real difference in a techforward company we want to hear from you!
Role Overview:
The IT Help Desk Technician will be the first line of support for our internal team members providing exceptional assistance with hardware software and network issues. This remote position offers the chance to work with a diverse group of professionals ensuring that our employees have the technical tools and support they need to excel in their roles. As a key member of the IT department you will have the opportunity to grow your skills while contributing to the overall success of MapleCraft Engineers.
Key Responsibilities:
Technical Support: Serve as the primary point of contact for employees needing technical assistance providing troubleshooting problem resolution and guidance via phone email and remote desktop tools.
Issue Resolution: Diagnose and resolve technical issues related to hardware software operating systems (Windows macOS Linux) and network connectivity. Escalate more complex issues to senior IT team members when needed.
System Maintenance: Assist with software installations upgrades and patches ensuring all systems are secure up to date and fully operational.
Account Management: Manage user accounts and permissions across systems (Microsoft 365 Google Workspace VPN etc.) to ensure proper access and security.
Remote Device Setup: Configure deploy and support a range of devices (laptops desktops printers etc.) for remote employees ensuring theyre ready for use out of the box.
Technical Documentation: Maintain accurate records of technical issues solutions and requests in the IT ticketing system (e.g. Zendesk Jira) and contribute to the knowledge base for selfservice support.
Collaboration: Work closely with other IT team members to monitor and improve the companys IT infrastructure identifying opportunities for improvement in processes and systems.
Training and Support: Provide basic training and guidance to employees on software applications hardware usage and troubleshooting techniques to empower them to resolve minor issues independently.
Security Best Practices: Promote and ensure adherence to security policies and best practices such as data encryption password management and multifactor authentication to keep company systems safe.
Desired Skills & Experience:
Experience: A minimum of 2 years working in an IT support or help desk role. Experience working remotely or supporting a remote team is a plus.
Technical Proficiency: Strong understanding of computer systems hardware software and networking. Proficiency in troubleshooting Windows macOS and Linux operating systems.
Remote Support Tools: Familiarity with remote desktop tools (e.g. TeamViewer AnyDesk) ticketing systems (e.g. Zendesk Jira) and communication platforms (e.g. Slack Microsoft Teams).
Communication Skills: Excellent communication skills both written and verbal with the ability to explain complex technical issues in clear easytounderstand terms.
Customer Service Mindset: Strong commitment to delivering outstanding customer service with the patience and empathy needed to handle diverse technical issues from a remote workforce.
ProblemSolving: Exceptional troubleshooting and problemsolving abilities with a keen eye for detail and a proactive approach to resolving issues.
Team Player: Ability to work collaboratively within a distributed IT team and across departments to achieve companywide goals.
IT Certifications: Relevant certifications such as CompTIA A ITIL Microsoft Certified IT Specialist or other industryrecognized credentials are a plus but not required.
Why MapleCraft Engineers
Flexible Remote Work: Work from anywhere and create a worklife balance that fits your lifestyle.
Supportive Environment: Join a team that believes in the power of collaboration and values each members contribution to success.
Growth Opportunities: At MapleCraft Engineers we are committed to your personal and professional growth. With access to resources and continuous learning opportunities you will expand your skills and build a fulfilling career.
Competitive Compensation: Receive a competitive salary performancebased bonuses and a comprehensive benefits package including health dental and retirement plans.
Work That Matters: Be part of a company dedicated to solving complex challenges in engineering and construction and contribute to projects that have a lasting impact on communities and industries.
How to Apply:
Wed love to hear from you! Please submit your resume and a cover letter outlining your experience technical skills and why you would be a great fit for this role. At MapleCraft Engineers we value diverse perspectives and are excited to find someone who will contribute to our continued success.
Insurance Package
PTO
Employment Type
Full Time
