Apis Services Inc

Compensation

Full Description

Job Title: IT Helpdesk Remote Support Technician Reports to: IT Manager / Service Desk Lead Location: Remote Employment Type: Full-time Overview The IT Helpdesk Remote Support Technician provides technical assistance and support for computer systems, hardware, and software via remote tools, phone, and email. This role ensures end users receive timely resolution to IT issues and maintains a high level of customer satisfaction. Key Responsibilities Serve as the initial point of contact for IT support requests via phone, email, chat, or ticketing system. Troubleshoot hardware, software, and network issues, including Windows, macOS, Office 365, printers, and mobile devices. Support end-user access to systems, including password resets, account management, and application support. Use remote management and monitoring (RMM) tools to diagnose and resolve issues efficiently. Document all support activities in the ticketing system, including resolution steps and follow-ups. Escalate complex issues to Tier 2 or Tier 3 technicians as needed. Assist with software installations, system updates, and basic configuration tasks. Follow standard operating procedures (SOPs) and contribute to the knowledge base for recurring issues. Maintain security best practices when handling user data and credentials. Ensure timely follow-up and closure of support tickets. Provide excellent customer service and maintain professionalism in all interactions. Participate in after-hours or on-call rotation as needed. Required Skills and Qualifications 1–3 years of experience in a helpdesk or IT support role (MSP experience a plus). Strong knowledge of Windows and macOS operating systems. Experience with Microsoft 365, Azure AD, and common business applications. Familiarity with RMM and ticketing systems (e.g., ConnectWise, ServiceNow, , Zendesk, or similar). Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN). Excellent written and verbal communication skills. Customer-oriented with a friendly, professional demeanor. Strong troubleshooting and problem-solving abilities. Ability to work independently in a remote environment. Reliable internet connection and a quiet workspace. Preferred Qualifications CompTIA A+, Network+, or equivalent certification. Experience supporting cloud-based applications and remote workforce environments. Basic knowledge of scripting (PowerShell, Bash) is a plus. Experience with multi-client or multi-tenant environments. Performance Metrics Ticket response and resolution time. Customer satisfaction (CSAT) scores. Documentation completeness and accuracy. Adherence to escalation and communication protocols. Apis Services, Inc. (a wholly owned subsidiary of Inperium, Inc.) provides a progressive platform for delivering Shared Services to Inperium and its Constellation of affiliate companies. Allowing these entities to advance their mission and vision. By exploring geographical program expansion and focusing on quality outcome measures to create cost savings that result in reinvestment into the organizations stakeholders through capacity creation and employee compensation betterments.                                                                                                                       Apis Services, INC and affiliate’s provide equal employment opportunities for all employees and applicants for employment in compliance with all federal and all applicable state and local laws and regulations, including nondiscrimination in hiring and employment. All employment decisions are made without regard to race, color, religion, gender, national origin, ancestry, age, sexual orientation, gender identity and expression, disability, genetic information, marital status, pregnancy/childbirth, veteran status or any other basis protected by law. This policy of non-discrimination and equal employment opportunities extends to every phase and aspect of hiring and employment.