Who We Are:

Nonstop Administration and Insurance Services, Inc. is a fast-growing health insurance organization with a firm belief that everyone should have access to high-quality, affordable healthcare. To achieve this goal, we offer an employer-sponsored group health insurance solution called Nonstop Health ®

What Nonstop is Looking For:

We are on the lookout for a great candidate to join our team as a Help Desk Support I, team member, and provide outstanding technical support in a Mac-focused environment! 

This 100% Remote role is perfect for someone with excellent help desk experience who thrives on solving problems and helping others. The position requires working 8–5 PST, offering an excellent opportunity to grow your skills while supporting a dynamic and innovative team. In this role, you’ll provide first-level technical support by diagnosing and resolving macOS, hardware, and software issues. Using remote support tools, you’ll troubleshoot efficiently and assist users with tasks like software installation, configuration, and hardware repairs. You’ll also play a key role in training users on best practices, maintaining IT asset records, and documenting incidents to enhance our knowledge base.

If you have experience troubleshooting hardware like laptops, desktops, and printers, and are familiar with installing and managing software applications and security tools, we want to hear from you! Bring your passion for technology and customer service to our team, and make a real impact in a supportive, growth-oriented environment.

Requirements

Primary Responsibilities:

• Provide first-level technical support by diagnosing and resolving technical issues related to macOS, hardware, software applications, and peripherals. This includes identifying and addressing user-reported problems and providing clear solutions to minimize disruption.
• Utilize remote support tools to troubleshoot and assist users effectively. You will engage with users remotely, using industry-standard tools to resolve issues quickly and efficiently while maintaining a high level of customer service.
• Diagnose and repair hardware issues with various devices, including laptops, desktops, printers, and other peripherals. You will troubleshoot hardware failures, replace defective parts, and ensure that all devices are functioning properly.
• Install, configure, and troubleshoot various software applications, including productivity tools, operating systems, and security software. You will ensure that all software is set up correctly and help users resolve any issues related to installation or updates.
• Provide training and guidance to users on the effective use of software applications, best practices, and troubleshooting techniques. This will involve creating and delivering training materials to help users maximize their productivity while minimizing technical issues.
• Document and track incident tickets to ensure timely resolution of user issues. You will monitor progress, escalate when necessary, and update the knowledge base with solutions to improve future troubleshooting efficiency.
• Maintain accurate records of IT assets, including hardware, software, and licenses. You will ensure all assets are properly tracked and updated, supporting inventory control and compliance with licensing agreements.
• Provide assistance with user account management, including the creation, modification, and troubleshooting of accounts across various platforms, such as email, internal systems, and cloud-based services.
• Offer support for Google Workspace, assisting users with setting up and troubleshooting applications like Gmail, Google Drive, Google Calendar, and Google Meet. You will ensure users have smooth access to all Google Workspace tools.

Required Skills, Experience, and Education:

• Candidates must have at least 1 year of hands-on experience troubleshooting macOS, including resolving hardware and software issues on Apple devices.
• A minimum of 2 years of experience in IT support or a related technical role is required.
• The position requires flexibility to work West Coast hours, from 8 am to 5 pm PST, which is 11 am to 8 pm EST or 10 am to 7 pm CST.
• Strong technical skills are essential, including proficiency with macOS and its ecosystem. This includes hardware, software, and networking concepts. Familiarity with troubleshooting and using Google Workspace tools is also necessary.
• Candidates should demonstrate effective problem-solving skills, with the ability to quickly diagnose and resolve technical issues in a clear and efficient manner.
• Excellent communication skills are critical. Candidates must be able to convey technical information in a way that users of all technical levels can understand. Both verbal and written communication must be professional and effective.
• The candidate must have hands-on experience troubleshooting all features of Google Workspace, including Gmail, Google Drive, Google Calendar, Google Meet, and other productivity tools, ensuring seamless functionality for users and resolving any technical issues related to these services.
• A strong focus on customer service is key. This includes providing a positive support experience, building trust, and maintaining professional relationships with users.
• The ideal candidate is adaptable and eager to learn new technologies. They should thrive in changing environments and take a proactive approach to acquiring new skills and knowledge.
• Experience with AppleScript or other scripting languages is preferred, as well as an interest in further developing skills to create, edit, and troubleshoot scripts. This includes automating tasks, streamlining workflows, and improving efficiency in macOS environments. Familiarity with scripting for system processes, application integration, and custom solutions is highly desirable.
• Knowledge of network troubleshooting and basic networking concepts.
• Proficient with cloud-based services and applications.
• The desire to grow and learn in a fast-paced environment! 

Perks and Compensation:

• Opportunities for professional growth and development
• Fully remote / Work from the comfort of your home!
• Collaborative and supportive work environment   
• Full-time/Salary/Exempt position.
• Salary $60,000
• 401(k) plan participation with employer-matched contributions. 
• Cellular and Internet Reimbursement.
• Full medical, dental, and vision benefits with 100% employer-paid premiums.
• Education Reimbursement. 

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer per day.
• Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing.
• Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally.
• Hearing and speaking ability are sufficient to carry on a conversation with another individual (or groups of individuals) in person over the telephone and via video communication.
• Visual ability is sufficient to read and produce printed material and information displayed on a computer screen.

Nonstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.