Key Facts

Remote From:

Austria

Full time

Mid-level (2-5 years)

English

Hard Skills

Other Skills

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Virtual Teams
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Troubleshooting (Problem Solving)
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Microsoft Outlook
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Communication
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Analytical Skills
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Multitasking
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Time Management
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Teamwork
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Prioritization
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Problem Solving

Roles & Responsibilities

Minimum 2 years of hands-on IT Helpdesk or Desktop Support experience
Proven experience supporting both macOS and Windows environments
Strong proficiency with Adobe Creative Cloud and Microsoft 365
Excellent problem-solving, multitasking, and prioritization skills

Requirements:

Manage the full ticket lifecycle: triage, troubleshoot, resolve, document, and close tickets efficiently
Provide end-user support for macOS and Windows 10/11 (hardware, OS, connectivity, and peripherals)
Deliver timely support for Adobe Creative Cloud, Microsoft 365 (Outlook, Teams, SharePoint, Office apps), and other internal tools
Proactively identify opportunities to improve processes, workflows, and tools and create/maintain knowledge-based articles

Sourcefit DR

About Sourcefit DR

Sourcefit is focused on providing custom offshore solutions. We help companies large and small to lower costs and increase productivity by providing highly-skilled, highly-motivated staff who can match the performance of onshore staff at a fraction of the cost. At Sourcefit, we understand that successful outsourcing requires more than just great staff. We are committed to working closely with you every step of the way to understand your goals and seamlessly transfer your business culture and successful business processes to an offshore environment. At Sourcefit there is never any obligation until you're comfortable you've found the perfect fit for your business needs. We offer various levels of operational and project management depending on your needs. You supply the vision and we handle the rest: from recruiting and pre–screening of candidates, providing all necessary office support, equipment and infrastructure, as well as end to end HR management.Established by Andy Schachtel, an American entrepreneur with over 20 years of experience in outsourcing both as a client and as a service provider, Sourcefit currently has over 1500 employees and is growing steadily. In light of this rapid growth, Sourcefit remains dedicated to preserving its entrepreneurial start-up spirit, actively nurturing innovation and agility in its operations, with branches in the Philippines, Armenia, the Dominican Republic, and South Africa. Above all, Sourcefit endeavors to make sure that each of our clients feel that they have our undivided attention and provide them with customized solutions that fit their business.Contact us today for a free consultation.Visit sourcefit.com to find out how our services can help you grow your business.For information and updates on outsourcing, offshoring, productivity and cost-effective business solutions, visit Sourcefit's official channels:http://www.sourcefit.comFacebook, Instagram, Twitter, Youtube, Tiktok: @SourcefitPH

Founded: 2018

Company size: 11 - 50

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Job description

Profile Summary

This role is primarily focused on helpdesk support. You will be responsible for responding to and resolving tickets submitted through our helpdesk application while also supporting broader IT needs for a small team. The IT Helpdesk Technician ensures fast, reliable technical assistance by managing the full ticket lifecycle, troubleshooting Mac and Windows environments, supporting core business applications, and contributing to documentation and process improvements to enhance overall system efficiency.

Job Details

Work from Home
Monday to Friday, 8 am – 5 pm EST

Will follow US Holidays

Responsibilities

Manage the full ticket lifecycle: triage, troubleshoot, resolve, document, and close tickets efficiently.
Provide end-user support for both macOS and Windows 10/11 (hardware, OS, connectivity, and peripherals).
Deliver timely support for Adobe Creative Cloud, Microsoft 365 (Outlook, Teams, SharePoint, Office apps), and other internal tools.
Effectively communicate with the team, provide clear status updates, and collaborate on resolving issues.
Document and track projects, tasks, and resolutions; give regular updates to the manager on progress and any roadblocks.
Proactively identify opportunities to improve existing processes, workflows, and tools to increase efficiency and reduce ticket volume.
Create and maintain knowledge-based articles to help the team and reduce recurring issues.
Multitask across multiple tickets, projects, and support requests while maintaining high service levels.
Follow directions while being a self-starter who can research, figure things out, and complete tasks independently.

Key Qualifications

Minimum 2 years of hands-on IT Helpdesk or Desktop Support experience (not for entry-level candidates).
Proven experience supporting both macOS and Windows environments.
Strong proficiency with Adobe Creative Cloud and Microsoft 365.
Excellent problem-solving, multitasking, and prioritization skills.
Strong communication skills with the ability to explain technical concepts clearly.
Solid documentation habits and ability to maintain accurate records.
Self-starter mindset with the ability to research solutions and work independently.
Eagerness to learn and contribute to process improvements in a fast-paced environment.

Nice To Have

Candidates with experience or exposure to the following will stand out: