Helpdesk Technician

Varsity is an MSP and AI Technology Services company that assists social good companies in healthcare, non profits, education, and startups. Our services have been developed to help customers adopt AI and Data intelligence technologies, improve productivity of staff, lower costs, and address cybersecurity compliance and risk management. 

Varsity is hiring for a Helpdesk Technician to join our Remote Support team. The ideal candidate will have excellent communication skills, strong customer service, and ability to problem solve a wide range of technical problems. As a Helpdesk Technician, you’ll provide direct customer support to users who need assistance with using their device, resolving access issues, using cloud and desktop applications, and assisting with integration of apps and office applications from their devices. The role focuses on using your technology and people skills to respond quickly to customer requests, resolve them, and document your resolutions.

KEY RESPONSIBILITIES

• Serve as the first point of contact for client technical issues via chat, voice, sms, and email.
• Troubleshoot and resolve device, software, and connectivity issues.
• Assist with setup and configuration of user accounts, email, personal computing and mobile devices.
• Provide support for commonly used office applications like Google and Microsoft (among others).
• Document issues and resolutions accurately in the ticketing system.
• Work with technicians, engineers, and other Varsity staff for timely resolution including escalations and transfers to field team.
• Learn, follow, and enhance operating procedures.
• Follow, update, and create Knowledge base.
• Adhere to procedures and policies on customer service, service delivery, and cybersecurity.
• Maintain exceptional customer service in all customer interactions.

REQUIRED SKILLS & QUALIFICATIONS

• Windows OS Proficiency: Strong working knowledge of Windows 10/11 and basic Windows Server interaction (e.g., user account management, permissions, and troubleshooting).
• Identity Management: Experience with user provisioning, password resets, security settings, and user management in Okta, Entra, and similar systems
• Microsoft 365 Administration: Familiarity with user account setup, license assignment, mailbox troubleshooting, and some Teams/SharePoint user level support.
• Device Support: Skilled in diagnosing and resolving issues with desktops, laptops, and mobile devices
• Networking Knowledge: Understanding device network connectivity, VPNs, wireless troubleshooting, and resolving device level Internet access.
• Security Awareness: Knowledge of MFA setup, phishing identification, endpoint protection, and cybersecurity best practices
• Remote Support Tools: Proficiency with remote control tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop, Screen Connect (or similar) 
• Service Ticket Systems: Experience using platforms like Zendesk, Freshservice, or ServiceNow to manage and document support requests.
• Customer Service Skills: Ability to communicate clearly and empathetically with non-technical users, ensuring a positive support experience.

PREFERRED QUALIFICATIONS

• IT-related coursework or certifications (e.g., CompTIA A+, Google IT Support)
• Relevant Experience in a customer service or helpdesk role
• Familiarity with remote support tools and ticketing systems
• Interest in working with nonprofits and educational institutions