We are seeking a knowledgeable and customer-focused Technical Support Specialist to assist users in resolving hardware, software, and system issues. This role involves providing technical assistance, troubleshooting problems, and ensuring clients and internal teams experience smooth and efficient tech support.
Key Responsibilities:
- Respond to support requests via phone, email, or chat in a timely and professional manner
- Troubleshoot and resolve hardware, software, network, or system issues
- Provide step-by-step technical assistance and guidance to end users
- Document issues, solutions, and support interactions in the ticketing system
- Escalate complex problems to higher-level support or engineering teams when necessary
- Install, configure, and maintain software and hardware as needed
- Educate users on best practices and self-service solutions
- Monitor system performance and identify recurring issues or potential improvements
- Collaborate with IT or development teams on system updates and rollouts
Qualifications:
- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
- Previous experience in technical support, IT help desk, or a similar role
- Strong problem-solving skills and technical aptitude
- Familiarity with Windows, macOS, and/or Linux operating systems
- Working knowledge of common tools like ticketing systems (e.g., Zendesk, Freshdesk), remote desktop, and diagnostic utilities
- Excellent communication and interpersonal skills
- Ability to explain technical concepts to non-technical users
- Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus
Work Environment:
- Office-based, remote, or hybrid depending on company policy
- Full-time with possible on-call or shift rotation, including evenings or weekends
- May involve lifting/moving hardware or equipment occasionally