Remote Desktop Support Manager Jobs in New Britain, CT

We are seeking a knowledgeable, dependable, and customer-focused IT Help Desk Specialist to join our Information Technology and Support team. The successful candidate will provide technical assistance to employees and authorized users, troubleshoot hardware and software issues, respond to support requests, and help maintain reliable day-to-day technology operations.

This position is well suited for someone with strong troubleshooting skills, excellent communication abilities, attention to detail, and the ability to provide professional technical support in a remote or fast-paced work environment.

Key Responsibilities

• Provide first-level technical support to employees and authorized users through phone, email, chat, or approved support platforms.
• Receive, document, prioritize, and resolve IT support tickets and service requests.
• Troubleshoot common hardware, software, connectivity, and account-access issues.
• Assist users with computer, printer, headset, webcam, and peripheral-device problems.
• Support installation, configuration, and basic maintenance of approved software and applications.
• Assist with password resets, account access, and basic user-account troubleshooting in accordance with company procedures.
• Guide users through step-by-step troubleshooting and technical solutions.
• Diagnose connectivity issues involving Wi-Fi, VPN, internet access, and related network services.
• Escalate complex technical issues to senior IT personnel or the appropriate department.
• Maintain accurate documentation of troubleshooting steps, resolutions, and user interactions.
• Monitor open tickets and follow up to ensure issues are resolved within established service-level expectations.
• Assist with onboarding and offboarding by preparing equipment, accounts, applications, and access as authorized.
• Maintain accurate records of company IT equipment and assigned assets.
• Assist with software updates, system maintenance, and routine IT support activities.
• Follow established IT security, privacy, access-control, and data-protection procedures.
• Identify recurring technical issues and communicate trends to the appropriate IT team members.
• Create or update basic user guides, troubleshooting documentation, and knowledge-base articles.
• Provide professional and courteous support while maintaining a positive user experience.
• Perform other IT support duties as assigned.

Qualifications

• High school diploma or equivalent required.
• Previous experience in IT help desk, technical support, desktop support, customer support, or a related position preferred.
• Strong understanding of basic computer hardware, software, networking, and troubleshooting.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Ability to explain technical information clearly to users with different levels of technical knowledge.
• Strong organizational and time-management skills.
• Ability to prioritize multiple support requests and meet established deadlines.
• Ability to work independently as well as collaboratively with an IT team.
• Strong attention to detail and documentation skills.
• Ability to learn new technologies and company systems quickly.

Preferred Technical Skills

Experience with some of the following is preferred:

• Windows and macOS
• Microsoft 365
• Microsoft Teams
• Outlook
• Active Directory or Microsoft Entra ID
• VPN and basic network troubleshooting
• Remote desktop/support tools
• Help desk ticketing systems
• Hardware and peripheral troubleshooting
• Antivirus and endpoint-security tools
• Basic printer and mobile-device troubleshooting
• Knowledge-base and documentation systems

Certifications

IT certifications are not necessarily required but may be preferred, including:

• CompTIA A+
• CompTIA Network+
• ITIL Foundation
• Microsoft certifications
• Other relevant technical certifications

Compensation & Benefits

We offer a competitive compensation and benefits package, which may include:

• Competitive salary
• Performance-based incentives and bonuses
• Health and dental coverage, where applicable
• Paid time off and holidays
• Retirement savings options, where applicable
• Employee wellness programs
• Professional development and technical training
• Career growth and advancement opportunities
• Remote or flexible work arrangements, where applicable

Performance Expectations

Success in this position may be evaluated based on:

• Ticket response and resolution times
• Technical accuracy and quality of solutions
• Customer/user satisfaction
• First-contact resolution where applicable
• Proper documentation of support requests
• Adherence to IT security and company procedures
• Productivity and reliability
• Effective communication and escalation
• Ability to meet established service-level expectations

We are committed to maintaining a professional, respectful, and inclusive workplace. Employment decisions are based on qualifications, skills, experience, and business requirements in accordance with applicable employment laws.

With comprehensive training, ongoing technical guidance, and continued support, the successful candidate will be well equipped to provide effective technical assistance, resolve user issues, and contribute to the reliability and efficiency of the organization's technology operations.