adminIT Help Desk Support (Remote)
Company: Adobe Inc
Salary: $68,000 – $75,000 USD/year
Location: Remote (United States only)
Job Type: Full-time
Responsibilities
- Provide remote support to end users for issues related to computers, applications, systems, devices, access, and hardware.
- Respond to technical support requests via telephone, email, and online platforms.
- Advise users on appropriate actions to resolve issues.
- Follow standard help desk procedures to ensure consistent service delivery.
- Log all help desk interactions for tracking and reporting purposes.
- Identify and escalate situations that require urgent attention.
- Research and resolve technical problems of moderate complexity.
- Document, track, and monitor problems using applicable systems and tools.
- Administer user accounts and update security profiles across various software systems.
- Track and route issues with documented outcomes.
- Inform management of recurring problems and suggest possible resolutions.
- Stay updated on system information, changes, and updates.
- Coordinate with other teams or departments as necessary to resolve user issues.
- Handle escalated issues from Tier 1 support.
- Provision hardware for deployment to end users.
- Assist in implementing and enforcing security policies to protect systems and data from unauthorized access.
- Maintain and troubleshoot hardware and software packages.
Qualifications
- 1+ years of related experience in remote IT support.
- Experience in desktop IT support on current Windows and MacOS platforms.
- Ability to troubleshoot routine hardware and software issues on desktops, laptops, tablets, and smartphones.
- Exceptional communication skills (both written and oral) and strong active listening abilities.
- Proven ability to prioritize and manage multiple competing goals and tasks.
- Enthusiasm for learning new technologies and skills.
- Ability to work well both independently and as part of a team.
- Excellent customer service skills and willingness to support a diverse user base, including faculty, students, and staff.
- Strong interpersonal, facilitation, collaboration, and customer service skills.
- Detail-oriented with the ability to balance attention to detail while maintaining focus on the big picture.
- High school diploma or GED.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Short Term & Long Term Disability
- Family Leave (Maternity, Paternity)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Training & Development
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