Help Desk Technician - Remote

Are you great with people? Do you enjoy talking with end users and helping them solve technical problems? Are you looking to take your IT career to the next level in a customer-focused, team-centered environment? Pantheon Computers may have a career opportunity for you. We are looking for a customer service-oriented Help Desk Technician to provide efficient, accurate technical support across multiple client environments. In this role, you will serve as a front-line resource for end users, resolving a mix of Level 1 and Level 2 issues while maintaining strong communication, accurate documentation, and a high-quality customer experience. The goal is simple: solve problems well, keep customers informed, and help maintain the level of service and value Pantheon Computers is known for. Position Summary The Help Desk Technician is responsible for resolving end-user technical issues across multiple client environments, with a focus on efficient ticket resolution, strong customer service, and adherence to service standards. This role operates within the Help Desk and handles a mix of Level 1 and Level 2 issues, collaborating with escalation technicians when necessary. This position is ideal for someone who enjoys helping people, can move quickly from task to task, and wants to continue growing their technical skills in a supportive team environment. Core Responsibilities Help Desk Ticket Resolution Resolve service desk tickets related to Windows 10/11, Microsoft 365 applications, email configuration, printers, VPN, connectivity, workstation issues, and basic access problems. Maintain high-quality resolution rates and meet SLA targets. End-User Support Provide professional remote support across multiple client environments. Walk customers through the problem-solving process, follow up as needed, provide feedback, and see issues through to resolution. Identity & Access Management Perform Entra ID / Azure AD tasks including user creation, deactivation, license assignment, password resets, and MFA support. Escalate complex identity or access issues when appropriate. Basic Technical Troubleshooting Diagnose basic networking issues including TCP/IP, DNS, DHCP, VPN, and connectivity concerns. Troubleshoot hardware, software, and workstation problems while identifying when escalation is required. Ticket Ownership & Escalation Collaboration Track, route, and redirect issues to the correct resources when needed. Properly escalate unresolved issues while providing full troubleshooting context. Work tickets in tandem with escalation technicians rather than simply handing off ownership, remaining engaged through resolution to support knowledge development and reduce long-term dependency on escalation resources. Documentation & Systems Usage Ensure proper recording, documentation, and closure of all tickets. Update customer data, document work in the ticketing system, utilize IT Glue, produce activity updates as needed, and contribute to knowledge base improvements. Continuous Improvement Recommend procedure modifications or improvements. Preserve and grow your knowledge of help desk procedures, products, services, tools, and client environments.

Qualifications

Required

• 2–4 years of IT help desk experience
• Experience supporting Windows 10/11
• Experience with Microsoft 365 applications and administration
• Basic networking knowledge, including TCP/IP, DNS, DHCP, and VPN
• Familiarity with ticketing systems
• Strong client-facing and communication skills
• Customer service orientation
• Ability to work efficiently and move from task to task quickly

Preferred

• One relevant certification, such as CompTIA A+, Network+, Security+, or Microsoft Fundamentals
• Experience with RMM tools
• Experience with endpoint security tools
• MSP experience

Role Boundaries This role focuses on Help Desk ticket resolution and collaborative escalation. It does not own escalation queues, perform advanced engineering, or lead infrastructure projects. Company Culture Pantheon Computers is a team-centered environment built around service, accountability, fairness, innovation, and continuous improvement. We value people who communicate well, take ownership, support their teammates, and care about delivering excellent customer experiences. Job Type: Full-time Pay: $40,000.00 - $50,000.00 per year Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Application Question(s):

• Do you have experience supporting Windows 10/11?
• Do you have experience with Microsoft 365 applications and administration?

Experience:

• IT help desk: 2 years (Required)

Location:

• United States (Required)

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