Braided Technologies, LLC. Service Desk Engineer Remote · Contractor Company website

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What You’ll Do

As a Service Desk Engineer at Braided Technologies, you’ll be the first line of support for our clients. You’ll:

• Own and manage incoming incidents and service requests via phone, live chat, and email
• Troubleshoot a wide range of issues, including:
• End-user hardware (desktops, laptops, printers)
• Core business applications (Microsoft Office, line-of-business apps)
• Infrastructure components (servers, firewalls, switches, Microsoft 365)
• Create and maintain both internal and client-facing documentation to improve resolution times and enable client self-service

What You Bring

• Experience:
• 2+ years in IT support or customer service roles
• Hands-on familiarity with several of the following:
• Windows Server, Active Directory, DNS, DHCP, VMware
• Firewalls and networking (basic configuration/troubleshooting)
• Microsoft 365, Microsoft Office Suite
• MacOS, SSL, VoIP systems
• Skills:
• Strong critical thinking and problem-solving—you know how to dig in and find answers, not just escalate
• Clear, confident communication—whether explaining complex issues over the phone or writing client updates
• A commitment to delivering an exceptional customer service experience
• Ability to work independently, yet collaborate effectively with team members

Bonus Points For:

• CompTIA Network+ or Security+ certification
• Microsoft Certified: Azure Fundamentals or Microsoft 365 Fundamentals
• Certificates of completion from platforms like Codecademy, Pluralsight, or similar

Compensation & Employment Details

• Full-time, contract-to-hire position (typically 90 days with intent to convert)
• Hourly or salaried compensation, based on experience and preference
• Remote-first team (U.S.-based preferred)

Benefits (Upon Conversion to Full-Time Employee):

• Medical, dental, and vision insurance
• HSA and FSA options
• 401(k) with employer match
• Unlimited PTO and paid holidays
• Remote work flexibility and equipment stipend