Service Desk Technician at Sourcepass in Remote

At Sourcepass, we’re redefining what it means to be an IT partner. We deliver more than support to our clients; we deliver transformation. By combining excellent service, strategic guidance, and proprietary innovation, our award-winning team helps to simplify technology and amplify results for our clients. Empowered by Quest®, our intelligent IT management platform, we ensure our clients have complete visibility, proactive security, and smarter decision-making to maximize their IT function. Sourcepass is honored to have been recognized by various industry leaders, including Channel Futures, Inc., The Channel Co., Channel Insider, Acronis, and more.  We have been named to the CRN Tech Elite 250 and CRN MSP 500 in 2026 and were named the Acronis Service Provider of the Year, Pax8 Global Partner of the Year, and were among the Forbes Best Startup Employers in 2025 & 2026, among other recent awards. With local roots and national reach, Sourcepass empowers businesses across industries to focus on what matters most: their people, their mission, and their growth. If this matters to you as well, let’s work together on empowering our client's teams, protecting their data, and enabling their growth.

Join us and be part of our journey toward even greater accomplishments.

POSITION SUMMARY

As a Service Desk Technician, you will be responsible for working closely with our clients, providing advanced Level II IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues. The schedule for this position is Monday - Friday 8-5 PM EST.  The salary for this position is $60,000+ (negotiable based on experience). This is a remote position.

RESPONSIBILITIES

• Set up workstations with computers and necessary peripheral devices (routers, printers etc.)   
• Check computer hardware (HDD, mice, keyboards etc.) to ensure functionality 
• Install and configure appropriate software and functions according to specifications  
• Diagnose and maintain local networks in ways that optimize performance
• Ensure security and privacy of networks and computer systems
• Provide orientation and guidance to users on how to operate software and computer equipment 
• Organize and schedule diagnostic testing around client availability to inhibit impact 
• Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)   
• Maintain records of support interactions and time spent in ConnectWise (communication, diagnostics tests / results)   
• Identify and document computer or network equipment warranty issues and communicate them internally.   
• Act as a liaison between Vendors and clients for open vendor support requests

DESIRED SKILLSET/EXPERIENCE

• Technical Support Experience: 3-5 Years (Preferred)   
• Experience working with Azure (A plus)   
• Experience working with Office 365 (Preferred)   
• Experience working with SonicWall devices (Preferred)   
• Experience working with HP Devices (Preferred) 
• Ability to communicate effectively
• Ability to Prioritize multiple tasks effectively 
• Ability to work in a fast-paced environment
• Ability to work independently and in a team environment 
• Proven Experience as a Technical Support Analyst or relevant position  
• CompTIA A+ and Network+ will be required within 1 year of hire.

Microsoft, Apple, SonicWall, Cisco, and other IT vendor certifications desirable.

Sourcepass participates in the E-Verify program. As required by federal law, employees must complete an Employment Eligibility Verification (Form I-9) upon hire. Through the E-Verify program, Sourcepass will verify the identity and employment eligibility of all individuals hired to work in the United States. Sourcepass is also proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status. We can’t wait to see what unique perspectives you’ll bring to our team!