Technical Support Specialist

Position Overview

We are seeking a motivated and customer-focused Technical Support Specialist to join our growing this role you will provide timely technical assistance to customers and internal users troubleshoot common hardware and software issues and help ensure a smooth and positive technology experience.

This position is well suited for candidates with strong problem-solving and communication skills. Applicants with transferable customer service help desk IT support or technical troubleshooting experience are encouraged to apply.

Job Type: Full-Time / Part-Time
Work Location: Remote
Experience Level: Entry-Level to Intermediate
Schedule: Flexible scheduling based on business needs

Key Responsibilities
Provide technical assistance to customers and users through phone email chat and support ticket systems.
Diagnose and resolve common hardware software application connectivity and account-related issues.
Guide users through troubleshooting procedures using clear professional and easy-to-understand instructions.
Assist with software installation system configuration password resets account access and basic device setup.
Document customer interactions technical issues troubleshooting steps and resolutions accurately.
Escalate complex or unresolved technical issues to the appropriate technical team when necessary.
Follow established service standards and work toward timely resolution of support requests.
Maintain current knowledge of supported products applications procedures and troubleshooting practices.
Collaborate with other technical and customer support teams to identify recurring issues and improve the user experience.
Maintain the confidentiality and security of customer employee and company information.

Qualifications
High school diploma or equivalent required; additional education or training in Information Technology Computer Science or a related field is preferred.
Previous experience in technical support help desk customer service or a related position is preferred but not required for qualified entry-level candidates.
Basic understanding of Windows and/or macOS operating systems.
Familiarity with Microsoft 365 email applications web browsers and common productivity software.
Basic understanding of internet connectivity Wi-Fi VPNs computer hardware and peripheral devices.
Strong troubleshooting analytical and problem-solving abilities.
Excellent written and verbal communication skills.
Strong attention to detail and organizational skills.
Ability to manage multiple support requests and prioritize tasks effectively.
Ability to work independently in a remote environment while collaborating with a team.

Preferred Skills

Experience with ticketing or help desk platforms remote-support software Microsoft 365 Active Directory CRM systems or similar business applications is beneficial. Certifications such as CompTIA A Network Microsoft Fundamentals or ITIL Foundation are also valued but are not required unless specifically necessary for the position.