Help Desk Technician

 

About the Role

We are seeking a Help Desk Technician to join our team! This is an entry-level position within our Business Process Outsourcing (BPO) team, designed to help you build a strong foundation in IT support. In this role, you’ll gain hands-on experience with various systems, processes, and technologies while learning what it takes to become a true IT professional. You’ll develop both your technical and professional skills as you grow your career in information technology.

 

Responsibilities and Duties

• Serve as the first point of contact for end users seeking technical support via phone, email, and chat. Issues will typically relate to systems, software, or hardware.

• Ask targeted questions to identify the problem, document details accurately, and create or update help desk tickets.

• Monitor and respond promptly to requests through the help desk ticketing system and escalate unresolved issues to the appropriate support level.

• Perform basic remote troubleshooting by guiding users through problem-solving steps.

• Identify and recommend process improvements to enhance efficiency and service quality.

• Deliver excellent customer service and maintain professional communication with end users.

• Maintain up-to-date knowledge of company procedures, products, and services.

• Meet or exceed departmental performance standards and KPIs.

• Work flexible schedules, including potential evenings, weekends, and holidays, as required to meet service standards.

• Collaborate effectively within a team environment while also working independently.

• Demonstrate reliability, accountability, and consistent attendance.

• Assess situations logically, resolve issues efficiently, and seek assistance when appropriate.

 

Qualifications 

• 1+ years of experience in technical support, help desk, or contact center environments or equivalent education

• Experience or exposure to using a ticketing system (preferred).

• Basic knowledge of Windows 7–11 troubleshooting.

• General understanding of peripheral device and printer/scanner setup and troubleshooting.

• Familiarity Microsoft 365 and MS Office applications.

• Familiarity with VPN configuration and general network troubleshooting.

• Experience or exposure to providing remote support.

• Basic Active Directory knowledge (user management, password resets, etc.).

 

Soft Skills

• Strong attention to detail and organizational skills.

• Excellent verbal and written communication abilities.

• Ability to apply established processes while adapting to procedural changes.

• Proven analytical and problem-solving skills.

• Strong interpersonal and customer service skills.

 

Additional Details

• Location: Atlanta, GA (Remote)

• Department: Business Process Outsourcing (BPO)

• Reports To: Help Desk Manager

• Employment Type: Full-time, Non-exempt

 

 

Information Security Commitment

This role operates within a managed services environment and will have access to client systems, data, and infrastructure. All team members are expected to handle client and company information responsibly, follow established security and data privacy procedures, and support our commitment to maintaining the confidentiality, integrity, and availability of the systems we manage. Candidates should be comfortable working within a security-conscious culture where following documented processes and protecting client data are core expectations of the job.

 

Equal Opportunity Employer

RedHelm provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, RedHelm will provide reasonable accommodations for qualified individuals with disabilities.

 

Please Note: RedHelm is currently unable to employ outside of the United States or support visa sponsorship for those living in the United States and working under an H1B visa.