Full-Time Help Desk Specialist (Remote)

Job Summary: To support our rapid growth, we seek a Technical Support Specialist to join our team. You'll provide excellent tier 1 support, exceeding client expectations.

Responsibilities:

• Providing tier 1 support to clients.
• Escalating customer support requests as needed.
• Preparing desktops, laptops, and hardware for clients.
• Maintaining accurate customer documentation.
• Monitoring customer alerts.
• Collaborating with other team members.
• Demonstrating organizational, prioritization, planning, and timely delivery skills.
• Participating in on-call rotation for after-hours support (when necessary).
• Managing third-party vendors.

Skills Required:

• Strong communication and customer service skills (written and oral).
• Ability to explain technical challenges and solutions to diverse audiences.
• Willingness to participate in on-call rotation.
• Ability to manage and coordinate with third-party vendors.

Experience & Requirements:

• Entry-level position, but experience or certifications are preferred.
• Legally authorized to work in the US.

Technical Skills:

• Servers (Active Directory, File Permissions, Backups, Antivirus)
• Networks (Basic ISP Troubleshooting, Network Equipment Troubleshooting)
• Computers (Computer Replacement, Hardware/Driver Troubleshooting, Common OS problems, Patching)
• User Support (Remote User Support, User Profile Migrations, Password Resets, Log In Issues, User Setup, Mobile Device Setup, Workstation Deployment)
• Applications and Products (Microsoft 365, ConnectWise Manage, ConnectWise Automate)

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