Tier 1 Help Desk Technician - Remote

Entry-Level Tier 1 Help Desk Technician

Full-Time | Remote

We are looking for an enthusiastic professional to join the Kite Tech Help Desk Team. The Tier 1 Technician is responsible for handling first‑level support of service requests. This includes all end‑user technology issues such as workstations, printers, email flow, vendor‑specific hardware, and software. The technician also performs field service duties on client sites, often at the direction of more experienced personnel.

• Outstanding interpersonal and customer service skills
• Passion and self‑motivation to operate independently
• Strong analytical and problem‑solving skills
• Strong organizational skills with high attention to detail
• Results‑oriented attitude

• Meets scorecard goals related to efficiency, quality, training/development, and customer satisfaction
• Completes assigned tickets in an expeditious and effective manner
• Troubleshoots end‑user issues with PCs, applications, and related peripherals (software, printers, and scanners)
• Installs, deploys, and repairs hardware and software on client sites
• Escalates issues, as necessary, to higher‑level support personnel
• Communicates with clients as required, keeping them informed of ticket progress and notifying them of impending changes or agreed outages
• Documents internal processes and procedures related to duties and responsibilities
• Performs assigned tasks in support of client projects
• Enters time and expenses in Connect Wise in a clear and thorough manner as it occurs
• Participates in the On‑Call rotation as defined in the Off Hours Procedure
• Performs other duties as assigned

• Basic understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: telephony, communication, active listening, and customer‑care
• Diagnosis skills for technical issues
• Ability to multi‑task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self‑motivated with the ability to work in a fast‑moving environment

• Bachelor’s in Computer Science, Networking, Cybersecurity, or a related field
• MS‑900 Microsoft 365 Fundamentals
• SC‑900 Microsoft Certified:
  Security, Compliance, and Identity Fundamentals
• Net+
• A+

• $18 – $20 per hour

• Competitive salary based on experience and qualifications
• Health:
  Kite Tech pays 80% of total premium for employee and family
• Flexible vacation hours
• Simple IRA: 100% match for first 3%
• Full on‑the‑job training and support
• Fun working environment and culture
• Great opportunity for advancement

Interested candidates should submit their resume and a brief cover letter to  Phone: .