Providing advanced remote technical support, the hourly Technical Helpdesk & Network Remote Support Agent II will diagnose and resolve complex hardware, software, and network issues while working 2nd or 3rd shift from home. Key responsibilities Diagnose and troubleshoot hardware, software, and network connectivity issues for end-users Perform account administration tasks, including user onboarding, password resets, and access requests Document incidents and resolutions accurately in the ticketing system and collaborate with internal teams to resolve escalated issues Required qualifications 2-5 years of experience in service desk, help desk, or technical support roles Strong knowledge of Windows operating systems, Microsoft 365, and remote access technologies Familiarity with Active Directory and user account management High School Diploma or GED required; an Associate degree in IT or related field preferred Intermediate technical certifications such as CompTIA Network+ or Microsoft 365 Certified are preferred