Helpdesk Technician (Cloud & Linux Engineering Track)

Company Overview

Founded in 1997 Etica, Inc. (d/b/a HIPAA Vault and Truepath) is a progressive leader in secure, HIPAA-compliant web hosting and cloud solutions. Our team fosters a dynamic and supportive environment, composed of knowledgeable professionals passionate about security, Linux, and delivering a "high-touch" customer experience.
Job Overview

We are seeking a proactive and technically curious Helpdesk Technician who has the potential and desire to grow into a Cloud/Linux Engineer. This role is the "command center" of our support operations. You will begin by mastering our support dispatching and web application workflows, with a clear career path toward managing Linux/Windows server environments and cloud architecture.

Duties & Responsibilities

This role is structured around four primary pillars:

1. Support Dispatcher (Frontline Operations)
• Act as the primary point of contact for inbound support queries via Phone, Chat, and Tickets (Zoho Desk).
• Perform initial triage: Assess the technical urgency of issues and ensure they are dispatched to the correct engineering team.
• Zero-Stall Policy: Monitor ticket queues to ensure no client request sits without an update or escalation.

2. Primary Web Application Support
• Serve as the Lead Technician for our core Web Applications: HIPAA-compliant Email, HIPAA-compliant Fax, and Web Forms.
• Provide primary support for our affiliate brands (Truepath & Sharefaith), managing cPanel and WHMCS environments.
• Troubleshoot application-level issues before escalating to the systems team.

3. Entry-Level Server Administration
• Vulnerability Management: Assist the engineering team in patching software and resolving flagged vulnerabilities on client servers.
• Linux/Windows Support: Perform basic server-side tasks including log reviews, service restarts, and account configurations.
• SMTP Management: Monitor and troubleshoot failed or deferred email deliveries via our SMTP management channels.

4. Release Engineering (New Customer Builds)
• Execute the deployment and release of New Customer Builds.
• Follow SOPs to release HIPAA WordPress Standalone servers (Linux), Windows Hosting servers, and SFTP File Servers.
• Coordinate with Sales and Engineering to ensure new environments are live and secure immediately.

Requirements
• Education: Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• Experience: 1–2 years in a technical support role with a "detective" mindset for troubleshooting.
• Technical Knowledge: Foundational understanding of the LAMP stack (Linux, Apache, MySQL, PHP) and web hosting protocols (TCP/IP, DNS, SMTP, SSH).
• Communication: Exceptional verbal and written English; comfortable explaining technical concepts to non-technical healthcare administrators over the phone.
• Location/Shift: This is a 100% remote position. Ability to work a shift that aligns with US Hawaii Time Zone evening hours is required.

Why Join HIPAA Vault?
• Defined Career Path: We provide a formal "Action Plan" to move you from Helpdesk Tech to Cloud/Linux Engineer based on your performance.
• Paid Professional Development: We pay for your study materials and exam fees for LPIC I & II (Linux) certifications.
• High Impact: Your work directly helps healthcare organizations keep patient data secure and compliant.
• Comprehensive Benefits: Medical, Dental, Vision, 401K matching, and Paid Time Off.

Pay: $20.00 - $25.00 per hourBenefits
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan

Application Question(s):
• This role is a permanent Swing Shift: 4:30 PM to 1:00 AM (HST). Are you comfortable working these hours long-term?"

Education:
• Bachelor's (Required)

Experience:
• Helpdesk Technician: 2 years (Required)

Shift availability:
• Night Shift (Required)

Work Location: Remote

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