Remote Helpdesk Technician

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’re a tight-knit team of friendly, intelligent people focused on IT infrastructure management for small- to mid-sized businesses since 2007.

We’re also rapidly growing and are looking for top-tier candidates who share our four core values:

• We are team players, collectively working towards a common goal.
• We work each day with a growth mindset focused on the success of our coworkers, clients, and the company.
• We do the right thing with an honest and transparent approach that always puts our clients first.
• We take ownership of our work, always seeing it through to completion.

If this opportunity excites you, we invite you to continue reading! We are looking for a Help Desk Support Technician who is a results-oriented professional dedicated to client satisfaction and skilled in resolving technical issues.

As a Help Desk Technician, you should have a working knowledge of desktop operating systems and a drive to deliver the best possible experience to our clients. You’ll be troubleshooting Windows 10 / 11 and MacOS regularly in addition to working in Office 365 and Active Directory as parts of your day. Throughout the day you’ll be translating technology to end users that aren’t always technical, so communication skills are paramount in this role.

If you’re eager to assist end users in overcoming their technical challenges while gaining valuable knowledge along the way, this could be the ideal role for you.

Here’s what you’ll be doing:

• You’ll primarily be focused on desktop and laptop support, including break/fix issues, application installation and configuration, and user level settings. You’ll also be involved in the security side of things, where you’ll be tasked with investigating and remediating malware alerts and helping users enroll in MFA.
• You’ll work through our ticketing system to document, track, and escalate tickets, and you’ll also work in our documentation platform to keep everything up to date along the way.
• You’ll be working with a team of intelligent people to deliver world class service to our clients, both remotely and onsite.
• The schedule for this job will be Friday to Monday with a ten hour shift each day. The specific timing of the shift is flexible but will be during daylight hours.

This position requires working from Friday to Monday, from 9 AM to 8 PM PST, including a one-hour lunch break.

Requirements

• Minimum 5 years of experience in professional IT support
• Working knowledge of Windows 10, 11 and MacOS
• Working knowledge of the Microsoft 365 office suite
• Knowledge of Office 365 cloud services is a plus
• Knowledge of Azure and/or AWS is a plus
• Time management skills are crucial to your success in this role
• Superb verbal and written communications skills are a must
• A+ and/or Network+ certifications are preferred
• Experience with a ticketing system is desirable, and familiarity with Autotask is a significant advantage.

Benefits

At FusionTek, we truly believe that our people are our most valuable asset, which is why we’re excited to provide:

• Hourly rate - $30 - $35/hour
• Competitive pay with quarterly bonus eligibility
• Coverage for 90% of your medical, dental, and vision insurance expenses.
• 401(k) plan with 4% company matching and immediate vesting
• Eight paid holidays and 18 days of PTO in year one
• Monthly cell phone stipend
• Educational reimbursement for certification tests and company supplied training resources
• Fun team events