IT Help Desk Technician

This is a remote position.

We are looking for a dedicated and customer-focused IT Help Desk Technician to join our dynamic team. As an IT Help Desk Technician, you will be the first point of contact for our employees and clients who are experiencing technical issues. Your primary responsibility will be to provide timely and effective solutions to ensure smooth and efficient operations. You will be responsible for diagnosing and resolving hardware, software, and network-related problems, as well as providing guidance and support to users on various IT-related matters. This role requires excellent communication skills, a strong technical background, and the ability to work well under pressure. You will be expected to document all support activities, escalate complex issues to higher-level support teams, and contribute to the continuous improvement of our IT services. The ideal candidate will have a passion for technology, a proactive approach to problem-solving, and a commitment to delivering exceptional customer service. If you are a team player with a keen eye for detail and a desire to grow your career in IT, we encourage you to apply for this exciting opportunity.

Responsibilities

• Provide first-level technical support to employees and clients via phone, email, and in-person.
  
• Diagnose and resolve hardware, software, and network issues promptly.
  
• Document all support activities, including issue descriptions, troubleshooting steps, and resolutions.
  
• Escalate complex issues to higher-level support teams when necessary.
  
• Assist with the setup, configuration, and maintenance of computer systems, peripherals, and software applications.
  
• Conduct regular system updates and maintenance to ensure optimal performance and security.
  
• Provide guidance and training to users on IT-related matters and best practices.
  
• Contribute to the development and improvement of IT support processes and documentation.
  

Requirements

• Strong knowledge of computer hardware, software, and network systems.
  
• Excellent problem-solving and troubleshooting skills.
  
• Outstanding communication and interpersonal skills.
  
• Ability to work well under pressure and manage multiple tasks simultaneously.
  
• Familiarity with remote desktop applications and help desk software.
  
• Basic understanding of IT security principles and practices.
  
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) are a plus.
  
• Proven experience as an IT Help Desk Technician or in a similar technical support role.
  
• Must Reside in Missouri
  

WFH Requirements

• Must have verified internet service (secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection). Company will provide equipment (computer, monitor, keyboard, etc.) after 90 days of employment.
  
• Must maintain workspace in alignment with WFH standards (e.g., technical, security, physical, noise levels, Clean Desk policy etc.) and participate in workspace audits (e.g., remote desktop observation, call and screen recordings, live webcam monitoring, pictures of workspace setup, video chats, etc.).
  
• Be available, accessible, and accountable to work during established work schedules and shifts, follow technical support processes, comply with organizational security and compliance standards, training, performance management, recurring management routines, manual and automated remote monitoring policies, etc.
  

Benefits

At VBA, we understand that part-time employees play a valuable role in our organization. That's why we offer a comprehensive benefits package tailored specifically for you.

Sick Leave: We prioritize your health and well-being by providing up to 5 days of sick leave every year. And the best part? These days are granted upfront at the start of every calendar year - no need to accrue them!

Choice Time: We believe in work-life balance, which is why we give our part-time employees 5 paid Choice Days. Use these days for vacation, your birthday, or any personal reasons - it's YOUR TIME!

Military Leave: We support our employees who also serve in the military by offering up to 5 years of unpaid military leave.

Bonus Eligibility: Part-time employees may be eligible for an 8% Bonus Rate for their role.

Employee Discount: As part of our team, you'll receive a free Platinum Level Membership, giving you access to exclusive discounts.

VFit Fitness Reimbursement Program: Your health matters to us! That's why we reimburse you for having a gym membership through our VBA-sponsored program - VFit.

Annual Pay Raise: With us, your hard work and dedication will be recognized and rewarded with an annual pay raise.

Remote Work Option: We understand that sometimes working from home can increase productivity. That's why we offer the flexibility for part-time employees to work when and where they have fewer distractions.