Helpdesk Technician
Role: Helpdesk Technician 1
Location: Remote
Our Company
Hydra Host is a fast-moving startup that has built a GPU compute marketplace to power AI Factories. This network features a proprietary architecture and paradigm for on-demand BareMetal hosting, providing significant resilience, security, and performance gains over traditional cloud compute. We seek innovative, self-sufficient technical professionals to contribute to the ongoing design, development, and scaling of this infrastructure.
Our Philosophy
Hydra Host is a people-centric, mission-driven, remote-friendly, experimental company.
Results > titles. We value independent thinking, unconventional perspectives, and building technology that expands what people can do.
The Helpdesk Technician will serve as the first point of contact for internal IT support requests. The role focuses on resolving common issues quickly, escalating complex cases to senior engineers, and maintaining accurate documentation of support activity.
The technician will work under direct supervision and operate within established runbooks and procedures.
Key Responsibilities
Respond to and resolve Tier 1 helpdesk tickets via the ticketing system (SharePoint / Power Automate/Clickup)
Provide support for Microsoft 365 account issues including password resets, MFA setup, and license assignments
Assist with onboarding and offboarding tasks including account provisioning in Entra ID and Microsoft 365
Support device enrollment and basic configuration in Microsoft Intune
Troubleshoot common connectivity, email, and application access issues
Escalate unresolved or complex issues to senior engineers with proper documentation
Maintain and update internal IT knowledge base articles and runbooks
Assist with vendor or guest account management in Microsoft Entra ID
Follow SOC 2-aligned change management and ticketing procedures
Perform routine checks and basic maintenance tasks as assigned
Required Qualifications
0–2 years of experience in a helpdesk, IT support, or desktop support role
Familiarity with Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
Basic understanding of Active Directory / Entra ID user management
Ability to follow documented procedures and escalation paths
Strong written and verbal communication skills
Comfortable working in a remote-first, cloud-first environment
Preferred Qualifications
CompTIA A+, or similar entry-level certification
Exposure to Microsoft Intune or endpoint management concepts
Experience with a ticketing system (ServiceNow, Jira, Freshdesk, or similar)
Basic understanding of security hygiene practices (MFA, least privilege, phishing awareness)
Familiarity with Cloudflare or Zero Trust networking concepts
Salary: 40000 - 50000 USD Per annum