Help Desk Technician (Work From Home)

Job Overview

Job Title: Help Desk Technician (Work From Home)
Company: Universal Logistic Inc
Employment Type: Full-Time
Salary: $35.00 - $40.00 USD per hour

Universal Logistic Inc, a leading asset-light provider of customised transportation and logistics solutions, is seeking a motivated and skilled Help Desk Technician to join our dynamic team. This is a fantastic opportunity for a tech-savvy individual to provide critical IT support in a fully remote capacity. As the first point of contact for our internal users, you will play a vital role in ensuring our technology infrastructure runs smoothly, enabling our logistics professionals to deliver exceptional service. You will be instrumental in maintaining the efficiency and productivity of our teams across the United States, Mexico, and Canada.

Responsibilities

As a Help Desk Technician, your primary duties will include:

• Providing first-line technical support to employees for all hardware, software, and network-related issues.
• Responding to, diagnosing, and resolving technical support requests submitted via our ticketing system, email, or phone.
• Installing, configuring, and maintaining computer systems, peripherals, and business applications.
• Managing user accounts, passwords, and permissions within Active Directory and other systems.
• Troubleshooting system and network problems, and diagnosing and solving hardware or software faults.
• Escalating unresolved issues to the appropriate internal IT specialist teams.
• Creating and maintaining comprehensive documentation for support procedures and user guides in our knowledge base.
• Assisting with the setup and onboarding of new employees, ensuring they have the necessary equipment and access.

Qualifications

The ideal candidate will possess the following qualifications and skills:

• Proven experience working in a help desk, IT support, or a similar technical customer service role.
• Strong knowledge of Windows operating systems and proficiency with the Microsoft 365 suite.
• Hands-on experience with remote desktop applications and help desk ticketing software.
• Excellent problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
• Exceptional communication and interpersonal skills, with a strong focus on providing outstanding customer service.
• A self-motivated and disciplined approach, with the ability to work effectively and independently in a remote environment.
• A relevant IT certification (e.g., CompTIA A+, Microsoft Certified) is highly desirable but not essential.
• An understanding of basic networking concepts (TCP/IP, DNS, DHCP) is advantageous.

Benefits

Competitive salary

Performance-based annual bonus

Medical, dental, and vision insurance

401(k) with company match

Paid vacation, sick leave, and company holidays

Company-paid life insurance

Employee Assistance Program (EAP)

Professional development and training opportunities

Career advancement opportunities

Remote work flexibility

Company-provided laptop and work equipment