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