Help Desk Technician (Remote)

IT Help Desk Technician

Remote

July 14, 2026

Application ends: October 12, 2026

REQUIREMENTS

Technical Troubleshooting: Proven experience diagnosing hardware, software, network, and peripheral faults quickly and accurately.
Ticketing & MSP Tools: Direct experience or high familiarity using MSP ticketing and RMM platforms (ideally Syncro, Service Now, etc.) to track and prioritize daily tasks.
Accounting/Tax Tech Familiarity: Prior experience supporting accounting firms or handling tax-specific applications and database local/cloud migrations is highly preferred.
Communication & Empathy: Exceptional verbal and written communication skills. You must be able to translate complex technical steps into clear, reassuring instructions for non-technical users facing high-stress tax deadlines.
Self-Driven Accountability: As a fully remote role, you must possess strong time-management skills, a dedicated and quiet workspace, and the internal drive to hit metrics without constant hand-holding.

RESPONSIBILITIES

Frontline Support: Respond promptly to incoming remote technical support calls and manage the lifecycle of customer support tickets within Syncro.
Niche Software Troubleshooting: Diagnose and resolve software-specific issues stemming from major tax preparation and accounting platforms (e.g., QuickBooks, specialist tax software, document management systems).
General IT & Infrastructure Support: Resolve end-user challenges related to Windows/macOS operating systems, hardware peripherals, and core business tools like Microsoft 365 and SharePoint.
Network & Security Triage: Assist with basic network troubleshooting (VPN connectivity, Wi-Fi/LAN issues) and support security protocols, including handling malware cleanups, multi-factor authentication (MFA), and password resets.
Client Onboarding & Intake: Help execute structured IT onboarding checklists, standard machine setups, and cybersecurity practice compliance (such as Written Information Security Program / WISP intake protocols).
Documentation: Maintain highly detailed, precise notes within Syncro for every issue encountered and resolution applied to build out our internal knowledge base and save team time.