Information Technology Help Desk Technician

Solvo is changing how North American companies connect with talented, nearshore employees, along with the latest AI-powered tools. Solvo provides exceptional, affordable remote talent to U.S. and Canadian businesses in 50+ industry specialties. Solvo operations feature employees with no language barriers, a strong work ethic, in the same time zone, mirroring…

Information Technology Help Desk Technician

What You’ll Do.

• Provide support via phone, email, chat, and ticketing systems

Troubleshoot and resolve issues related to:

• Windows and macOS workstations

• Mobile devices

• Printers and peripherals

• Microsoft 365 and Google Workspace

• Internet connectivity and network performance

• Routers, modems, Wi-Fi, switches, and access points

• User account access and permissions

• Diagnose and resolve technical issues on first contact whenever possible

• Log, prioritize, and manage support tickets in accordance with SLAs

• Escalate complex issues to higher-level support teams with proper documentation

• Support onboarding and offboarding activities

• Monitor alerts and respond to system notifications

• Maintain accurate records of incidents, resolutions, and customer interactions

• Follow operational procedures, knowledge base articles, and support guidelines

• Deliver an exceptional customer experience with every interaction

Requirements

Technical Skills.

• Knowledge of Windows and/or macOS operating systems.