Remote Helpdesk Technician

Job Description

We are Sourcepass, an IT consulting company (MSP) with a rich history of providing network support and innovative solutions since 2001. Our expertise spans IT services, cloud computing, and security, that tailor the right technologies to specific industries and business strategies. Sourcepass aims to be different. It is owned and operated by technology, security, and managed services experts who are passionate about delivering an IT experience that clients love.

Sourcepass has acquired and continues to acquire companies across all avenues of technology bringing more than 40 years of expertise to all of our service areas.

Today, Sourcepass comprises over six hundred employees serving more than two thousand clients across twenty unique vertical markets. And the best is yet to be.

Our achievements speak for themselves: named to the Inc. 2022 Best in Business list, honored with two 2023 Stevie® Awards, listed on CRN's 2023 Solution Provider 500, and recognized in Gartner's 2024 Magic Quadrant™. Most recently, we were awarded PAX8's 2024 Partner of the Year and designated as Microsoft CoPilot MVP. We take pride in these accolades and continue to push boundaries in the IT consulting industry.

Join us and be part of our journey toward even greater accomplishments.

POSITION SUMMARY

As a Remote Helpdesk Technician, you will be responsible for working closely with our clients, providing advanced Level II IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues. The salary for this position is $60,000+ (negotiable based on experience).

RESPONSIBILITIES

Set up workstations with computers and necessary peripheral devices (routers, printers etc.)

Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality

Install and configure appropriate software and functions according to specifications

Diagnose and maintain local networks in ways that optimize performance

Ensure security and privacy of networks and computer systems

Provide orientation and guidance to users on how to operate software and computer equipment

Organize and schedule diagnostic testing around client availability to inhibit impact

Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)

Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests / results)

Identify and document computer or network equipment warranty issues and communicate them internally.

Act as a liaison between Vendors and clients for open vendor support requests

DESIRED SKILLSET/EXPERIENCE

Technical Support Experience: 3-5 Years (Preferred)

Experience working with Azure (A plus)

Experience working with Office 365 (Preferred)

Experience working with SonicWall devices (Preferred)

Experience working with HP Devices (Preferred)

Ability to communicate effectively

Ability to Prioritize multiple tasks effectively

Ability to work in a fast-paced environment

Ability to work independently and in a team environment

Proven Experience as a Technical Support Analyst or relevant position

CompTIA A+ and Network+ will be required within 1 year of hire.

Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable.

Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States

Full-time