Jr. Remote Desktop Technician

Location: Remote | Full-Time (US Business Hours, CST)
Company: Lockbaud

• About the Role -

Lockbaud is seeking a Jr. Remote Desktop Technician to provide technical support to a coast-to-coast U.S.-based user base. You’ll work tickets, take inbound calls, and learn by doing alongside experienced technicians.

We hire for three things in this role. Everything else is secondary.

1. Spark. Energy, personality, and a self-starting attitude. You take initiative without being chased.
2. You love technology for the sake of technology. Not just “I use a computer for work.” You tinker, build, break things on purpose, run a home lab, or stay up late figuring out why something failed. Curiosity is the point.
3. Real customer service experience. You’ve helped people under pressure before (retail, hospitality, call center, front desk, tech support, or similar). Users need someone patient, clear, and human on the phone.

You do not need years of MSP experience. You do need those three. Technical depth can be taught. Spark, genuine love of tech, and solid customer service instincts are much harder to fake.

• Key Responsibilities -

• Provide remote technical support to U.S.-based end users via ticketing system and inbound phone calls
• Communicate clearly and professionally with users, setting expectations and explaining issues in plain language
• Troubleshoot common Windows workstation and peripheral issues with guidance as needed
• Support basic Microsoft 365 issues (Outlook, Teams, OneDrive, password resets, and simple account tasks)
• Install and configure printer drivers, common software applications, and system updates
• Assist with basic VoIP phone troubleshooting under senior guidance
• Use remote access and RMM tools to diagnose and remediate endpoint issues
• Document troubleshooting steps, findings, and resolutions accurately in the ticketing system
• Escalate complex issues to senior technicians with clear context and supporting details
• Collaborate with the Lead Technician and Dispatch to keep ticket flow efficient
• Take ownership of learning: ask good questions, dig into unfamiliar issues, and build skill on the job

• Required Skills & Traits -

These are the non-negotiables:

• Spark: self-starter energy, personality, and initiative without constant direction
• Genuine love of technology for its own sake (home lab, personal projects, tinkering, or self-taught technical work)
• Prior customer service experience in a people-facing role (retail, hospitality, call center, front desk, help desk, or similar)
• Excellent spoken and written English, with the ability to communicate confidently over the phone
• Patient, clear, professional, and upbeat with live users
• Working knowledge of Windows operating systems (personal use counts if you can troubleshoot, not just click around)
• Willingness to learn and take ownership of unfamiliar technical issues
• Ability to remain calm and clear during live support interactions

• Preferred Qualifications -

• Home lab, homelab networking, or personal tech projects you can actually talk about
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive)
• Basic understanding of networking concepts (Wi-Fi, connectivity, simple DNS awareness)
• Prior phone-based or live chat support experience with U.S. customers
• Exposure to printers, peripherals, or basic VoIP devices
• CompTIA A+, Network+, or similar entry-level certs (nice to have, not required)
• Clear, neutral, or American-accented English (for phone-based support)

• What Success Looks Like -

• Users feel helped, not rushed or confused
• You bring energy and personality without sacrificing professionalism
• You dig into problems because you actually want to understand them
• You ask smart questions and document what you tried
• You own your tickets and follow through instead of waiting to be poked
• You improve week over week: fewer handoffs on simple issues, stronger technical judgment

• Growth Path -

This role is a strong entry point into Lockbaud’s support team. There isn’t a rigid promotion ladder with fixed checkpoints, but technicians who show ownership, technical growth, and strong customer communication naturally take on broader work and more complex tickets. If you want to grow into a full Remote Desktop Technician scope, the opportunity is here for people who earn it.

• Why Lockbaud -

You’ll support real users in real environments, not a scripted call center queue. You’ll get exposure to Microsoft platforms, printers, VoIP, and multi-client MSP work while building both technical and communication skills. We value grit, curiosity, and people who actually like this stuff.

• How to Apply -

• Include “ExcitedToStart!” at the beginning of your application
• Submit a resume that clearly shows customer service experience
• In a short note, tell us: (1) something technical you’ve fixed or built for fun, and (2) a customer service ---------- nt you’re proud of
• Include a short voice recording to demonstrate phone communication skills