Foxcove IT Help Desk Technician (Remote, Oregon) Portland, OR · Remote · Full time Company website

Apply for IT Help Desk Technician (Remote, Oregon)

Do what you love, we’ll take care of the tech.

That’s our promise to clients, and the guiding principle of how we operate. Foxcove provides complete IT solutions for businesses that don’t have their own IT department, with the commitment and dedication of an in-house team. We tailor our approach specifically to what a business needs to do what they do best. And we never stop looking for ways to do things better, so our clients can continue to grow, and do more of what they love.

Role Overview

As a Helpdesk Support Engineer, you'll be the first voice clients hear from Foxcove. You'll provide remote technical support across workstations, cloud services, accounts, and client-specific hardware and software, while learning how IT works across many different industries.

Security is part of how we deliver IT at Foxcove. Our practices are guided by COBIT and the NIST Cybersecurity Framework, and you'll help carry them out day to day based on each client's needs, infrastructure, and the services they've engaged us for. You'll learn how security applies across different platforms and tools, and how the level of rigor changes from one client to the next.

Hours: Monday through Friday, 9:00 AM to 5:30 PM Pacific. After onboarding, you'll join our after-hours emergency support rotation.

Key Responsibilities

• Be the first point of contact for clients reaching out by phone, email, chat, and other channels
• Troubleshoot issues remotely and guide clients through solutions in a clear, patient manner
• Handle onboarding and offboarding for client employees, including account setup, equipment provisioning, and access changes
• Recognize and report suspected security issues such as phishing, compromised accounts, and unmanaged devices, and escalate them to Foxcove's security team through our incident response process
• Support periodic access reviews and device compliance checks
• Escalate unresolved issues to the next level of support when needed
• Assist with remote tasks for projects and quarterly reviews
• Assist with procuring hardware and software
• Participate in the after-hours emergency support rotation once onboarded
• Maintain clear documentation and flag recurring issues
• Share feedback to improve our processes, and share your expertise with teammates

Requirements

• Must live in Oregon
• 2+ years of IT helpdesk or technical customer support experience
• Hands-on experience supporting both Windows and macOS users
• Working knowledge of ticketing systems, collaboration tools, and MDM solutions (Zendesk, Slack, Teamwork, Apple DEP, etc.)
• Experience with cloud services such as Microsoft Azure, Microsoft 365, Google Workspace, and SSO services
• Solid grasp of security fundamentals such as MFA, least privilege, patching, and phishing awareness, plus a willingness to learn how security frameworks shape what we do for clients
• Ability to juggle multiple tickets, prioritize well, and keep things moving when the queue gets busy
• Calm, steady demeanor under pressure, including when clients are frustrated or an issue is urgent
• Clear communicator who can explain technical concepts to non-technical people
• Customer-focused attitude
• Enthusiasm for using AI tools to solve problems and work more efficiently in day-to-day support

Nice to Haves

• College degree in an IT-related field, or relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Azure Fundamentals)
• Experience supporting multiple industries or a diverse client base

Compensation & Benefits

• $64,000 to $70,000 per year, based on experience
• One-time $250 stipend for your remote office setup, plus company-provided laptop, monitor, mouse, and keyboard
• $300/month toward gym, cell phone, and internet
• $500/year for certifications, plus paid study time and mentorship
• Flexible PTO, paid holidays, and a 1-week winter closure
• Health, dental, vision, and 401(k)

What to Expect

• Interview process: Virtual screen, virtual technical/scenario-based interview, and a final round
• Timeline: We review applications on a rolling basis and will be in touch if there's a fit.
• Start date: We want to fill this role soon, but finding the right fit matters more than a fixed date.
• Background check: Required for this role and contingent on a conditional offer.

How to Apply

In addition to your resume, please answer briefly: describe a time you helped a frustrated user and how you handled it. We're looking for people who want to build broad IT expertise fast and care about helping clients get back to work. If that's you, we'd love to hear from you.