Helpdesk Agent

Remote
Full Time
Information Technology
Entry Level

The Helpdesk Agent provides responsive, high-quality technical support to end users. This role manages daily helpdesk tickets, supports onboarding, configures hardware and accounts, maintains documentation, and ensures smooth operation of company software. Strong customer service instincts, troubleshooting skills, and teamwork are essential.


Key Responsibilities
  • Monitor and resolve tickets in the helpdesk queue with accuracy and urgency.
  • Prepare laptops, peripherals, accounts, and access for new employees.
  • Configure hardware, install required applications, and ensure proper connectivity.
  •  Enroll, manage, and troubleshoot devices using mobile device management (MDM) platforms such as Intune or Google Workspace.
  • Install, configure, update, and troubleshoot business applications and endpoint software.
  • Develop and maintain clear, accurate documentation for processes, troubleshooting steps, onboarding, and system usage.
  • Support Microsoft 365 environments.
  • Support Google Workspace applications including Gmail, Drive, Meet, and Calendar.
  • Diagnose and resolve hardware, software, networking, and account issues.
  •  Deliver empathetic, clear, and solution-focused customer service.
  • Collaborate with IT team members to escalate issues and improve processes.
  • Coordinate shipment, return, tracking, and inventory management of company hardware assets.
  • Deploy and manage operating system, application, and security updates on endpoint devices.
  • Participate in daily standups with an agile team.

Required Skills & Qualifications
  • Proven technical troubleshooting experience supporting Windows and ChromeOS environments.
  • Hands-on experience with Mobile Device Management (MDM) platforms, including Microsoft Intune or similar solutions.
  • Experience supporting and troubleshooting Windows, macOS, Android, and iOS devices.
  • Strong knowledge of business applications, SaaS platforms, and end-user software support.
  • Experience administering and supporting Microsoft 365 and Google Workspace environments.
  • Familiarity with identity and access management solutions, including Okta.
  • Experience working with ticketing and service management platforms such as Jira Service Management or similar tools.
  • Understanding of fundamental networking concepts, including DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
  • Ability to create, maintain, and improve technical documentation, knowledge base articles, and end-user guides.
  • Strong customer service skills with a user-focused and solution-oriented approach.
  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
  • Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Collaborative team player with a positive attitude and willingness to support colleagues and contribute to continuous improvement initiatives.
Preferred Experience
  • 1–3 years of experience in a Help Desk, Service Desk, IT Support, or Desktop Support role.
  • Experience supporting remote and hybrid workforce environments.
  • Familiarity with identity and access management (IAM) concepts, including user provisioning, deprovisioning, single sign-on (SSO), and multi-factor authentication (MFA).
  • Experience supporting Microsoft 365, Google Workspace, Intune, Okta, or similar enterprise platforms.
  • Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent work experience will be considered.
  • Industry certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Endpoint Administrator Associate, ITIL Foundation, Google Workspace Administrator, or Okta Certified Professional are a plus.
  • Experience with endpoint management, device deployment, asset tracking, and laptop lifecycle management preferred.
  • Exposure to Agile environments and participation in daily standups is a plus.

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes. Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).

In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting compliance@sembi.com. Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.

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