Position: Helpdesk Technician
Location: 100% Remote
Pay: $19-22/hr (depending on skills and experience)

PRN is seeking a highly skilled Level II Helpdesk Technician to join our dynamic IT team. The successful candidate will provide advanced technical support for our organization's Windows-based systems and software. This role will require strong troubleshooting skills, a customer-centric approach, and the ability to handle complex technical issues.

Responsibilities:

• Advanced Troubleshooting:
  • Diagnose and resolve complex technical issues related to Windows operating systems, software applications, and network connectivity.
  • Troubleshoot and resolve escalated helpdesk tickets, providing timely and effective solutions.
  • Utilize advanced troubleshooting tools and techniques to identify and fix root causes of problems.
• System Support:
  • Provide technical support for Windows 10 and 11 operating systems, including installation, configuration, and troubleshooting.
  • Maintain and update software applications, ensuring optimal performance and security.
  • Configure and deploy new hardware devices, such as desktops, laptops, and peripherals.
• Network Support:
  • Troubleshoot network connectivity issues, including DNS, DHCP, and VPN problems.
  • Provide support for wireless networks and Wi-Fi connectivity.
  • Configure and maintain network devices, such as routers, switches, and firewalls (e.g., Meraki).
• User Support:
  • Provide excellent customer service to end-users, explaining technical issues in clear and concise terms.
  • Train and educate users on software applications and IT best practices.
  • Assist with user account management and password resets.
• Documentation:
  • Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and knowledge base articles.
  • Contribute to the development and improvement of inte