About Mod Op

Mod Op is a full-service advertising agency able to offer clients a full suite of solutions. Mod Op can offer you access to low-cost, high-quality health care options and a team of enthusiastic, collaborative and motivated coworkers who see career development and personal development as intertwined.

At Mod Op, we’re more than just an agency—we’re a team of forward-thinking professionals who are passionate about driving client success. We believe in fostering meaningful relationships, collaborating across disciplines, and delivering impactful solutions that help businesses grow. If you are a strategic thinker with a passion for building lasting client partnerships, we’d love to hear from you. Join us and be part of a company that values innovation, creativity, and excellence in everything we do.

About the role

We are seeking a customer-focused Tier 1 Helpdesk Technician to support our growing and dynamic organization. This role is primarily remote but requires occasional onsite support in Panama City. The ideal candidate brings 2 to 5 years of hands-on technical support experience, strong troubleshooting skills across Mac and Windows environments, and a collaborative, service-oriented mindset. 

This position plays a critical role in delivering an excellent employee technology experience through responsive support, effective onboarding, and clear documentation. 

What you'll do

Key Responsibilities 

• Provide Tier 1 technical support for end users across Mac and Windows environments. 

• Troubleshoot hardware, operating systems, and standard business applications 

• Support and administer: 

• Microsoft 365 

• Microsoft Teams 

• Intune and mobile device management (MDM) 

• Google Workspace 

• Adobe Creative Cloud 

• Perform new hire onboarding, including device preparation, account provisioning, daily maintenance tasklist, and orientation support 

• Assist with hardware deployment, inventory tracking, and lifecycle management 

• Document issues, resolutions, and processes clearly within the ticketing system and knowledge base 

• Support compliance-related processes and maintain adherence to security and policy standards 

• Escalate issues appropriately while maintaining ownership of user communication 

• Participate in occasional onsite support activities in Panama City 

Success Metrics 

• Meet ticket SLAs for first response and triage 

• Achieve high internal customer satisfaction scores through strong communication and ticket resolution 

• Tracks and documents work completed 

• Dependable and effectively works within the team  

Qualifications

Preferred Qualifications 

• Industry certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent 

• Experience supporting compliance-driven environments 

• Experience working in hybrid or remote-first organizations 

Key Competencies 

• Customer-first mindset with a genuine desire to help 

• Collaborative and team-oriented approach 

• Humble, solutions-focused, and not ego-driven 

• Strong documentation habits and attention to detail 

• Ability to manage multiple priorities in a fast-paced environment 

• Comfortable working independently in a primarily remote role