Technical Helpdesk & Network Remote Support Agent II

Job Title: Technical Helpdesk & Network Remote Support Agent II
Location: Remote in US
Job Type: Hourly Consultant
Hours: 2nd or 3rd Shift
Pay: $22.14/hr

2^nd shift 5:30 p.m. to 2:00 a.m. Eastern time, Tuesday through Saturday.  30-minute unpaid lunch break.

3^rd shift 12:00 a.m. to 8:30 a.m. Eastern time, Tuesday through Saturday or Sunday through Thursday.  30-minute unpaid lunch break

Essential Functions:

• Provide advanced remote technical support by diagnosing and resolving complex hardware, software, network, and connectivity issues.
• Troubleshoot and support Windows operating systems, Microsoft 365 applications, remote access tools, and end-user devices.
• Perform account administration tasks, including user onboarding, offboarding, password resets, access requests, and permission modifications.
• Serve as an escalation point for Tier I technicians, providing technical guidance and assisting with complex support cases.
• Document incidents, resolutions, and troubleshooting procedures accurately within the ticketing system.
• Analyze recurring technical issues and recommend process improvements to increase service efficiency and client satisfaction.
• Collaborate with internal support teams to resolve escalated issues and maintain service level agreements (SLAs).
• Contribute to the development and maintenance of knowledge base articles and standard operating procedures.
• Deliver exceptional customer service while maintaining professionalism during all client interactions.
• Maintain a secure, distraction-free remote work environment with reliable high-speed internet connectivity.

Skills:

• Strong troubleshooting skills for Windows operating systems, Microsoft 365, remote desktop tools, and network connectivity.
• Knowledge of Active Directory, user account management, and access control.
• Understanding of VPNs, remote access technologies, and basic networking concepts.
• Excellent analytical and problem-solving abilities with the capability to resolve technical issues independently.
• Strong verbal and written communication skills with attention to detail in documentation.
• Ability to prioritize multiple support requests in a fast-paced service desk environment.
• Familiarity with ITSM ticketing systems and incident management processes.
• Knowledge of escalation procedures, service workflows, and customer support best practices.

Experience:

• 2–5 years of service desk, help desk, or technical support experience, or equivalent combination of training and certifications.
• Experience supporting Windows environments, Microsoft 365, and remote users.
• Experience performing account administration and identity/access management tasks.
• Previous experience mentoring junior technicians or handling escalated support requests is preferred.

Education:

• High School Diploma or GED required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Intermediate technical certifications such as CompTIA Network+ or Microsoft 365 Certified: Endpoint Administrator are preferred.
• Candidates actively pursuing additional IT certifications or cross-training are encouraged to apply.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!