As the first line of defense in technical support, the full-time remote Service Desk Technician will manage incoming client troubleshooting calls, provide exceptional customer service, and maintain client relationships while leveraging technical skills in Windows, Office 365, and Active Directory. Key responsibilities Accept and manage incoming client troubleshooting calls and respond to email requests Prepare and set up laptops and desktops, conducting basic client account administration Log detailed case notes in the ticketing system and proactively communicate with stakeholders regarding scheduled work Required qualifications At least 1 year of professional work experience in the IT industry Proficiency in troubleshooting VPN, internet connectivity, remote desktop, and Microsoft Office software Familiarity with administration of Office 365 and Active Directory Ability to navigate and administer Windows file shares (SMB/CIFS) Associate's Degree in Computer Science, Information Systems, Engineering, or related discipline preferred