Helpdesk Agent

Sembi

Helpdesk Agent providing responsive, high-quality technical support to end users. Managing helpdesk tickets and configuring hardware while delivering excellent customer service.

Posted 7/9/2026full-timeRemote • 🇺🇸 United StatesJuniorWebsite

Tech Stack

Tools & technologies

AndroidDNSiOSMacOS

About the role

Key responsibilities & impact

Monitor and resolve tickets in the helpdesk queue with accuracy and urgency.
Prepare laptops, peripherals, accounts, and access for new employees.
Configure hardware, install required applications, and ensure proper connectivity.
Enroll, manage, and troubleshoot devices using mobile device management (MDM) platforms such as Intune or Google Workspace.
Install, configure, update, and troubleshoot business applications and endpoint software.
Develop and maintain clear, accurate documentation for processes, troubleshooting steps, onboarding, and system usage.
Support Microsoft 365 environments.
Support Google Workspace applications including Gmail, Drive, Meet, and Calendar.
Diagnose and resolve hardware, software, networking, and account issues.
Deliver empathetic, clear, and solution-focused customer service.
Collaborate with IT team members to escalate issues and improve processes.
Coordinate shipment, return, tracking, and inventory management of company hardware assets.
Deploy and manage operating system, application, and security updates on endpoint devices.
Participate in daily standups with an agile team.

Requirements

What you’ll need

Proven technical troubleshooting experience supporting Windows and ChromeOS environments.
Hands-on experience with Mobile Device Management (MDM) platforms, including Microsoft Intune or similar solutions.
Experience supporting and troubleshooting Windows, macOS, Android, and iOS devices.
Strong knowledge of business applications, SaaS platforms, and end-user software support.
Experience administering and supporting Microsoft 365 and Google Workspace environments.
Familiarity with identity and access management solutions, including Okta.
Experience working with ticketing and service management platforms such as Jira Service Management or similar tools.
Understanding of fundamental networking concepts, including DNS, DHCP, VPN, Wi-Fi, and connectivity troubleshooting.
Ability to create, maintain, and improve technical documentation, knowledge base articles, and end-user guides.
Strong customer service skills with a user-focused and solution-oriented approach.
Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
Strong organizational skills with the ability to prioritize and manage multiple tasks in a fast-paced environment.
Collaborative team player with a positive attitude and willingness to support colleagues and contribute to continuous improvement initiatives.

Benefits

Comp & perks

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Hard Skills & Tools

Windows SupportMacOS SupportAndroid SupportIOS SupportNetworking ConceptsTechnical DocumentationSaaS PlatformsTicketing SystemsIdentity and Access ManagementEndpoint Software Troubleshooting

Soft Skills

Customer ServiceCommunication SkillsOrganizational SkillsCollaborationProblem-Solving