Job Description

Department: Information Technology

Reports To: IT Manager / Director of IT

Employment Type: Full-Time

Location: Remote

We’re looking for an experienced IT Helpdesk Technician/Lead to oversee our technical support team and ensure employees get fast, reliable help with their technology needs. You’ll balance hands-on troubleshooting with team leadership — coaching helpdesk technicians, refining support processes, and acting as the escalation point for complex issues. This role is ideal for someone who’s technically strong, organized, and enjoys mentoring others while keeping IT operations running smoothly.

Key Responsibilities

• Lead and mentor a team of helpdesk technicians, providing coaching, training, and performance feedback
• Serve as the primary escalation point for complex technical issues that frontline staff can’t resolve
• Monitor ticket queues to ensure SLAs are met and tickets are triaged, assigned, and resolved efficiently
• Develop and maintain helpdesk processes, documentation, and knowledge base articles
• Track and report on key support metrics (response time, resolution time, customer satisfaction, ticket volume)
• Manage onboarding/offboarding processes for hardware, software, and account provisioning
• Assist in troubleshooting hardware, software, network connectivity, and account access issues
• Collaborate with IT infrastructure, security, and applications teams on recurring or systemic issues
• Identify trends in support tickets and recommend proactive fixes or process improvements
• Manage helpdesk tools (ticketing system, remote support software, asset management)
• Ensure the team follows IT policies, security protocols, and data handling best practices
• Participate in on-call rotation or after-hours support as needed
• Assist with budgeting, vendor coordination, and equipment procurement for the support function

Requirements

Required Qualifications

1+ years of experience in an IT helpdesk or technical support role

• Strong working knowledge of Windows and/or macOS environments, Active Directory, Microsoft 365/Google Workspace, and networking fundamentals
• Experience with ticketing systems (e.g., Zendesk, ServiceNow, FreshService, Jira Service Management, Atera Ticketing System)
• Excellent troubleshooting skills across hardware, software, and connectivity issues
• Strong communication skills, with the ability to explain technical concepts to non-technical staff
• Proven ability to prioritize, delegate, and manage competing demands in a fast-paced environment
• Customer-service mindset with a calm, patient approach under pressure
• Reliable high-speed internet connection and a quiet, dedicated home workspace
• Comfortable leading and coaching a distributed team via chat, video, and remote-support tools
• Available to overlap with core business hours in [primary time zone]

Preferred Qualifications

3+ years of experience in an IT helpdesk or technical support role

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience)
• Relevant certifications: CompTIA A+/Network+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator
• Experience with remote support tools (e.g., TeamViewer, ConnectWise, Splashtop, AnyDesk)
• Familiarity with basic scripting or automation for repetitive tasks (PowerShell, Bash)
• Experience supporting a fully remote or distributed workforce

OpenRoad is an Equal Opportunity Employer and is committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic.

As part of our hiring process, OpenRoad participates in E-Verify to confirm the employment eligibility of all newly hired employees.