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Help Desk Support-Remote/Home Based

May 7, 2026

Position Summary:

Provides support services to users of the organization’s computer systems and network, desktop/laptop and/or server hardware, configuration, and troubleshooting. Act as a first level problem identification and resolution resource, including answering questions, providing advice, investigating, troubleshooting, and following-up to assist users in solving data processing problems.

Preference to reside near one of our offices in the Northeast Region.

Essential Job Duties and Responsibilities:

Identifies, diagnoses, and resolves problems for users of personal computers (Desktops, Laptops, Tablets, and Smart Phones) software and hardware.
Delivers, tags, sets up, and assists in the configuration of end-user PC desktop, Laptop, Tablet, Smart Phone hardware, software and peripherals.
Diagnoses and resolves end-user network or local printer problems, PC hardware problems, e-mail, Internet, and local-area network access problems.
Hardware provisioning, imaging, troubleshooting, and software installation for laptops, desktops, and mobile devices (IOS/Android).
Coordinate user problem resolution with outsourced IT consultants as necessary and track and report recurring problems.
Supports and assists employees in the installation, troubleshooting, and maintenance of computer software and hardware systems.
TCP/IP networking support and troubleshooting of end user and remote user environment with LAN and WAN.
Troubleshooting a variety of client, mobile and cloud applications office software (Microsoft Office 365, Microsoft D365, SharePoint, etc.).
May suggest modifications and corrections to existing software applications.
May provide training in use of new hardware or software.
Develop and maintain catalog of hardware and software equipment and licensing.
Perform all other tasks as assigned or requested.

Minimum Qualifications (Experience, Skills, and Education):

Associates degree or equivalent in information technology.
Minimum three (3) years proven experience as Help Desk Support or comparable field in an environment which supported multiple locations, across multiple time zones, remotely or on site.
Proficiency in Microsoft 365, Microsoft Windows 10, Microsoft Office, printers, scanners, and mobile devices.
Excellent interpersonal and project management skills.
Ability to communicate technical information to both technical and non-technical personnel.
Ability to create and write clear, complete documentation of systems and procedures.
Excellent analytical and problem-solving skills including high degree of attention to detail and accuracy.
Self-motivated and able to work independently.

Physical Requirements and Working Conditions:

This is a remote-based position that may work from a regional office as business necessitates. The Help Desk Support may work varying hours across several time zones. Will primarily use a computer, keyboard and mouse, and other hardware and software necessary for the successful completion of tasks. May work for long durations in a seated position. Frequently use internet, telephone, Teams, email, or other software for communicating and collaborating with one or multiple people or projects simultaneously.

Additional Requirements:

Must be able to work in a high functioning team environment. Display the highest levels of honesty, integrity, and professionalism. Take pride in your work and in the company. Communicate openly and strive for peak performance in daily tasks. Know and deliver the quality service MEI’s customers have come to expect.

Disclaimer: This job description is intended to summarize the type and level of work performed by the Help Desk Support and is not an exhaustive list of all duties, responsibilities, and/or requirements. MEI reserves the right to change or modify this job description or the essential duties of the job, as necessary.

MEI is an Equal Opportunity, M/F/Disabled/Vet Preferred Employer.

NO AGENCY SOLICITATIONS

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...