About Company
NetFusion Consulting is a dynamic and client-focused IT services firm based in Auburn, Alabama. We specialize in providing comprehensive and innovative technology solutions to businesses across various industries. Our mission is to empower our clients through robust IT infrastructure, proactive support, and strategic guidance, ensuring their operations run smoothly and efficiently. We pride ourselves on building long-lasting relationships based on trust, reliability, and exceptional service. At NetFusion Consulting, we foster a collaborative environment where problem-solving is celebrated, continuous learning is encouraged, and every team member plays a crucial role in our collective success and client satisfaction. Join us and be part of a team dedicated to making a tangible difference in the technological landscape of our community.
Job Description
NetFusion Consulting is seeking an enthusiastic and highly skilled IT Help Desk Technician specializing in Remote Support to join our growing team. This is a crucial remote role for a professional based in the Auburn, Alabama area who excels at providing exceptional technical assistance from a virtual environment. As an IT Help Desk Technician, you will be the first point of contact for our clients’ technical inquiries, ranging from software troubleshooting and hardware diagnostics to network connectivity issues and account management. Your ability to calmly and efficiently resolve issues remotely will be paramount to ensuring our clients’ business continuity and satisfaction.
In this role, you will leverage a suite of remote access tools, ticketing systems, and knowledge base resources to diagnose and resolve a wide array of technical challenges. This position demands a proactive problem-solver with excellent communication skills, capable of explaining complex technical issues in clear, understandable terms to non-technical users. You will manage a queue of support requests, prioritize tasks based on urgency and impact, and escalate more complex issues to senior technicians or system administrators when necessary. Beyond reactive problem-solving, you will also contribute to proactive IT maintenance tasks, documentation, and the continuous improvement of our support processes.
We are looking for someone who is not only technically proficient but also possesses a genuine passion for helping others and a commitment to delivering outstanding customer service. If you are a self-starter who thrives in a remote work setting, is adept at managing multiple priorities, and is eager to grow your career within a supportive and innovative IT consulting environment, we encourage you to apply. This remote position offers the flexibility of working from home while remaining an integral part of our Auburn-based team, directly contributing to our reputation for reliable and expert IT support.
Key Responsibilities
- Provide first-line remote technical support to end-users via phone, email, chat, and remote desktop tools.
- Diagnose and troubleshoot hardware, software, network, and system issues efficiently and effectively.
- Install, configure, and maintain operating systems (Windows, macOS) and various business applications.
- Manage user accounts, permissions, and access rights in Active Directory and cloud-based platforms.
- Assist users with password resets, multi-factor authentication, and security best practices.
- Document all support interactions, resolutions, and steps taken in the ticketing system.
- Escalate complex or unresolved issues to appropriate senior technicians or network engineers.
- Participate in creating and updating technical documentation, knowledge base articles, and user guides.
- Monitor system performance and perform routine maintenance tasks to ensure optimal operation.
- Educate users on best practices for IT security and efficient use of technology resources.
- Collaborate with other IT team members on projects and continuous improvement initiatives.
Required Skills
- Minimum 2 years of experience in a help desk or technical support role.
- Proficiency with Windows operating systems (Windows 10/11) and Microsoft Office Suite (O365).
- Experience with Active Directory user and computer management.
- Strong understanding of network fundamentals (TCP/IP, DNS, DHCP) and basic troubleshooting.
- Familiarity with remote support tools and ticketing systems (e.g., ConnectWise, SolarWinds, Zendesk).
- Excellent verbal and written communication skills.
- Demonstrated problem-solving abilities and a strong customer service orientation.
- Ability to work independently and manage time effectively in a remote work environment.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certification.
- Experience supporting macOS and Apple products.
- Familiarity with cloud platforms (e.g., Azure, AWS) and virtualization technologies.
- Experience with PowerShell scripting for basic IT automation tasks.
- Knowledge of IT security best practices and common cyber threats.
Perks & Benefits
- Competitive salary package.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- Retirement savings plan with company match.
- Opportunities for professional development and certifications.
- Flexible remote work environment.
- Supportive and collaborative team culture.
- Access to the latest tools and technologies.
How to Apply
If you are a dedicated IT professional passionate about remote support and client satisfaction, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this remote role at NetFusion Consulting. We look forward to reviewing your application.