Technical Helpdesk & Network Remote Support Agent II

Job Title: Technical Helpdesk & Network Remote Support Agent II
Location: Remote in US
Job Type: Hourly Consultant
Hours: 2nd or 3rd Shift
Pay: $22.14/hr

2nd shift 5:30 p.m. to 2:00 a.m. Eastern time, Tuesday through Saturday. 30-minute unpaid lunch break.

3rd shift 12:00 a.m. to 8:30 a.m. Eastern time, Tuesday through Saturday or Sunday through Thursday. 30-minute unpaid lunch break

Essential Functions:

• Provide advanced remote technical support by diagnosing and resolving complex hardware, software, network, and connectivity issues.
• Troubleshoot and support Windows operating systems, Microsoft 365 applications, remote access tools, and end-user devices.
• Perform account administration tasks, including user onboarding, offboarding, password resets, access requests, and permission modifications.
• Serve as an escalation point for Tier I technicians, providing technical guidance and assisting with complex support cases.
• Document incidents, resolutions, and troubleshooting procedures accurately within the ticketing system.
• Analyze recurring technical issues and recommend process improvements to increase service efficiency and client satisfaction.
• Collaborate with internal support teams to resolve escalated issues and maintain service level agreements (SLAs).
• Contribute to the development and maintenance of knowledge base articles and standard operating procedures.
• Deliver exceptional customer service while maintaining professionalism during all client interactions.
• Maintain a secure, distraction-free remote work environment with reliable high-speed internet connectivity.

Skills:

• Strong troubleshooting skills for Windows operating systems, Microsoft 365, remote desktop tools, and network connectivity.
• Knowledge of Active Directory, user account management, and access control.
• Understanding of VPNs, remote access technologies, and basic networking concepts.
• Excellent analytical and problem-solving abilities with the capability to resolve technical issues independently.
• Strong verbal and written communication skills with attention to detail in documentation.
• Ability to prioritize multiple support requests in a fast-paced service desk environment.
• Familiarity with ITSM ticketing systems and incident management processes.
• Knowledge of escalation procedures, service workflows, and customer support best practices.

Experience:

• 2-5 years of service desk, help desk, or technical support experience, or equivalent combination of training and certifications.
• Experience supporting Windows environments, Microsoft 365, and remote users.
• Experience performing account administration and identity/access management tasks.
• Previous experience mentoring junior technicians or handling escalated support requests is preferred.

Education:

• High School Diploma or GED required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.
• Intermediate technical certifications such as CompTIA Network+ or Microsoft 365 Certified: Endpoint Administrator are preferred.
• Candidates actively pursuing additional IT certifications or cross-training are encouraged to apply.

Excellent verbal and written English communication skills and the ability to interact professionally with a diverse group are required.

CTG does not accept unsolicited resumes from headhunters, recruitment agencies, or fee based recruitment services for this role.

To Apply:
To be considered, please apply directly to this requisition using the link provided. Kindly forward this to any other interested parties. Thank you!

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients' digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years' experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what's next-working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you'll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit ;br>
CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.