Remote Helpdesk Technician - Weekend Coverage

Position Overview

FusionTek is a Managed Service Provider with offices in Kirkland, WA, Federal Way, WA, Washington, DC, and Tampa, FL. We’ve been dedicated to IT infrastructure management for small- to mid-sized businesses since 2007. Our team values teamwork, a growth mindset, integrity, and ownership.

We are looking for a Remote Help Desk Technician – a results-oriented professional committed to client satisfaction and skilled in resolving technical issues. In this role, you will leverage your expertise in desktop operating systems to support our clients through troubleshooting Windows 10/11, macOS, Office 365, and managing Active Directory user accounts.

Excellent communication skills are essential when translating technical concepts to non-technical users.

Key Responsibilities

• Provide remote desktop and laptop support by addressing break/fix issues, performing application installations, and configuring user settings. Assist with security tasks including investigating and remediating malware alerts and helping users enroll in MFA.
• Document, track, and escalate tickets through our ticketing system while keeping our documentation platform current.
• Collaborate with a talented team to deliver exceptional service to our clients from your remote workspace.
• This role is designated as fully remote. However, it entails working weekend shifts that are 10 hours long, inclusive of a one-hour lunch break, with flexibility regarding the specific days provided most shifts occur on Saturday and Sunday.
• Working hours for this position are from 7:30 AM - 6:30 PM EST, including a one-hour lunch break.

Required Qualifications

• Minimum of five years of professional IT support experience.
• Proficiency with Windows 10, Windows 11, and macOS.
• Strong working knowledge of the Microsoft 365 Office Suite.
• Experience with ticketing systems; familiarity with Autotask is a significant advantage.
• Excellent verbal and written communication skills.
• Strong time‑management and organizational abilities.

Preferred Qualifications

• Knowledge of Office 365 cloud services.
• Experience with Azure and/or AWS.
• A+ and/or Network+ certifications.

Benefits & Perks

• Salary: $30 - $35/hour
• Quarterly bonus eligibility to reward performance.
• Comprehensive coverage: 90% of medical, dental, and vision insurance expenses paid.
• 401(k) plan with 4% company matching and immediate vesting.
• Generous time off: 8 paid holidays + 17 PTO days in your first year.
• Educational reimbursement for certification tests and access to company-supplied training resources.
• Monthly cell phone stipend to support your connectivity needs.
• Team culture: Fun events and opportunities to connect with colleagues.