Technical Helpdesk & Network Remote Support Agent II

Location: Remote - Anywhere in the USA Remote Work Requirements: This is a fully remote position open to candidates anywhere in the USA. Candidates must have reliable high-speed internet and a quiet, professional workspace free from distractions. The position will be assigned to either 2nd or 3rd shift. Job Type: Hourly Consultant Hours: 2nd Shift: Tuesday-Saturday, 5:30 p.m.-2:00 a.m. ET, with a 30-minute unpaid lunch 3rd Shift: Tuesday-Saturday or Sunday-Thursday, 12:00 a.m.-8:30 a.m. ET, with a 30-minute unpaid lunch Pay: $22.14/hour Essential Functions: Resolve escalated technical issues involving hardware, software, Windows OS, Microsoft 365, remote access, and network connectivity. Perform account and access management, including onboarding, offboarding, permissions, and related support tasks. Serve as an escalation point for technicians, providing guidance on complex technical issues and troubleshooting best practices. Troubleshoot and resolve most technical issues independently while escalating appropriately when required. Analyze recurring incidents and collaborate with team members to identify root causes and recommend process improvements. Maintain accurate documentation of incidents, resolutions, procedures, and technical solutions. Support workflow improvements and initiatives designed to enhance service quality and client satisfaction. Maintain professional communication with clients, technicians, and internal support teams. Skills: Strong troubleshooting skills across Windows OS, Microsoft 365, remote access, hardware, software, and network connectivity. Proficiency with account provisioning, access management, permissions, and user support. Strong analytical, problem-solving, and critical-thinking abilities. Understanding of service desk workflows, escalation procedures, and support best practices. Excellent written and verbal communication and technical documentation skills. Ability to work independently in a remote environment and manage multiple technical issues effectively. Experience: 2-5 years of service desk, helpdesk, technical support, network support, or related IT experience; equivalent training and certifications may be considered. Experience troubleshooting complex technical issues and supporting escalated incidents. Experience with account/access management and Microsoft 365 environments preferred. Experience providing technical guidance or escalation support to other technicians preferred. Education: High school diploma or equivalent required. Technical certifications or IT-related education preferred. CompTIA Network+, Microsoft 365 Certified: Endpoint Administrator, or comparable certifications preferred. Actively pursuing additional technical certifications or cross-training is a plus. 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 www.ctg.com. 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.