Position Overview

We are seeking a proactive and knowledgeable IT Help Desk Virtual Assistant (IT Help Desk VA) to provide technical support to our client. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for helping others resolve IT issues.

Key Responsibilities

• Provide first-level technical support via phone, email, and chat.
• Troubleshoot hardware and software issues for team members.
• Assist with the setup and configuration of IT equipment and software.
• Maintain and update IT documentation, including FAQs and user guides.
• Monitor and manage help desk tickets, ensuring timely resolution.
• Escalate complex issues to senior IT staff as necessary.
• Conduct basic training for team members on software and systems.
• Assist in maintaining network and system performance.
• Stay updated on new technologies and best practices in IT support.

Qualifications

• Proven experience in a help desk or technical support role.
• Strong understanding of computer systems, networks, and common software applications.
• Excellent problem-solving and troubleshooting skills.
• Strong verbal and written communication skills.
• Ability to work independently and manage multiple tasks efficiently.
• Familiarity with help desk software (e.g., Zendesk, Freshdesk) is a plus.
• Proficiency in Microsoft Office Suite and Google Workspace.

Hiring Requirements

• Bachelor’s degree in information technology, computer science, or a related field preferred.
• Minimum of 1-2 years of experience in IT support or help desk role.
• Relevant certifications (e.g., CompTIA A+, ITIL) are a plus.
• Strong attention to detail and customer service orientation.
• Availability to work flexible hours as needed - various USA time zones

Essential Hardware Requirements

• Reliable Computer/Laptop
• High-Speed Internet Connection and 
• Backup connection like a pocket Wi-Fi or 5G in phone 
• Noise-Canceling Headset
• Webcam
• Workstation Setup
• Surge Protector or UPS