Help Desk Technician

Virtual Incentives is looking for a Help Desk Technician to join our team!

Come and be a part of the team that changes the way the world is rewarded at Virtual Incentives. From Fortune 100 companies to technology platforms, we work with some of the biggest brands in the world and support them globally. We are a successful software company with a start-up mentality.

Virtual Incentives was born from the idea that there is a better way for companies to deliver incentives. The belief that people matter is at the core of our culture. VI is a fast-paced, high-growth company with competitive benefits and compensation, with a human-first atmosphere.

Position Overview

We are seeking a Help Desk Technician to provide first-line technical support to end users, ensuring efficient IT operations. This role is crucial in maintaining smooth day-to-day IT operations by troubleshooting hardware, software, and network issues, managing the help desk ticketing system, and supporting employees with technology-related needs.

Additionally, this role will create and maintain IT documentation, build and configure workstations for new hires, and assist with hardware deployments and troubleshooting.

This role reports directly to our VP of Information Technology and works closely with the System Administrator and other IT team members.

Objectives of This Role

• Provide first-level IT support, ensuring timely resolution of technical problems.
• Create and maintain documentation for IT processes, troubleshooting steps, and standard operating procedures.
• Build and configure laptops, desktops, and other hardware for new hires.
• Maintain the IT help desk ticketing system, ensuring proper tracking and resolution of all IT inquiries.
• Troubleshoot hardware, software, and network connectivity issues.
• Work with leadership, and other team members to ensure compliance with SOC2, SOC3, PCI, and ISO 27001 security standards.
• Support remote and in-office employees with IT needs, including hardware replacements and software installations.
• Assist in employee onboarding and offboarding, ensuring seamless IT transitions.
• Work with the System Administrator to escalate and resolve complex IT issues.

Key Responsibilities

• First Point of Contact for IT Support: Respond to IT support requests via email, chat, and ticketing system.
• Troubleshoot Hardware & Software Issues: Diagnose and resolve issues with laptops, desktops, peripherals, printers, and mobile devices.

Machine Building & Deployment Via VM Workspace One:

• Set up Windows and macOS workstations for new hires.
• Install, configure, and update necessary software.
• Ensure proper security settings and compliance with company policies.

Documentation & Knowledge Base Management:

• Create and update step-by-step IT guides for troubleshooting common issues.
• Maintain documentation for hardware setup, software installation, and IT procedures.
• Develop FAQs and self-service documentation for employees.

Help Desk Ticket Management:

• Track and manage tickets in Freshservice and Zendesk.
• Ensure proper prioritization and resolution of IT issues.
• Escalate complex problems to the System Administrator or other IT teams.

IT Asset Management:

• Maintain an inventory of IT hardware and software licenses.
• Ensure proper tracking of company-issued devices.

User Account Management:

• Create and manage user accounts in Okta, Google Workspace, and other systems.
• Assist users with password resets, MFA setup, and account lockouts.

Network & Security Support:

• Support network-related issues and escalate when necessary.
• Conference Room & Collaboration Tool Support:
• Manage Zoom Rooms, conference room setups, and remote collaboration tools.

Skills and Qualifications

• 1-3 years of experience in an IT support, help desk, or desktop support role.
• Strong knowledge of Windows, macOS, and basic networking concepts.
• Experience with a VM Workspace One or other tool for building, configuring, and troubleshooting workstations for new hires.
• Familiarity with help desk ticketing systems (e.g., Freshservice, Zendesk).
• Proficiency in documentation creation (e.g., IT knowledge bases, troubleshooting guides).
• Experience with identity and access management tools (e.g., Okta, Google Workspace).
• Basic understanding of IT security best practices, including MFA and endpoint protection.
• Experience troubleshooting remote work solutions (VPN, video conferencing, remote desktop tools).
• Familiarity with Cloud and SaaS applications, including Microsoft 365, Google Workspace, and Zoom.
• Excellent customer service skills and ability to communicate technical concepts to non-technical users.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritize and manage multiple support requests efficiently.

Preferred Qualifications

• IT certifications such as CompTIA A , ITIL Foundation, or Microsoft 365 Certified: Modern Desktop Administrator.
• Experience with MDM solutions (e.g., VMware Workspace ONE, Intune).
• Familiarity with AWS Workspaces, Active Directory, Okta and endpoint security solutions (e.g., Crowdstrike).
• Basic scripting skills in PowerShell, Bash, or Python.

Education Requirements

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).

Work Environment

• Remote Role: This role is primarily remote, expected to work Eastern Time Zone hours, but with regular visits to the company offices.
• Preference given to candidates located in New York, New Jersey, Pennsylvania, Massachusetts, Georgia, Texas, North Carolina, and Florida.

Why Join Virtual Incentives?

• Competitive salary and exceptional benefits, including medical, dental, vision, and life insurance.
• Vision and Dental Insurance covered at 100% for the employee and dependents.
• Company-paid Life Insurance
• Remote-first work environment
• 401(k) plan with 3% company contribution after 3 months
• Flexible spending account (Medical & Dependent Care) and Health savings accounts for applicable plans.
• Employee assistance program (EAP).
• All other benefits, leaves, and insurance as required by law, based on your specific residence.
• A fast-paced, high-growth company that values people-first culture.
• A dynamic remote work environment with opportunities for professional growth.

Virtual Incentives is an Equal Opportunity Employer.

Qualified candidates must be legally authorized to work in the U.S.. Sponsorship for employment visas (e.g., H-1B, OPT, or TN status) is not available for this position. Relocation assistance is not provided.

The anticipated salary range for this position is $65,000.00 to $77,000.00. The actual salary offer will carefully consider a few factors, including your skills, qualifications, experience, and location.