Technical Support Specialist I

Role overview A remote, entry-level technical support position within an IT helpdesk that serves external users of a web-based platform. The role centers on hands-on troubleshooting of hardware, software, and connectivity issues through live screen-share sessions and phone calls, helping clients stay productive and connected.

Responsibilities - Diagnose and resolve client-side hardware, software, and peripheral problems, including headsets and other communication devices. - Deliver one-on-one end-user support via remote-meeting sessions and phone, guiding users through fixes in real time. - Troubleshoot networking and TCP/IP connectivity issues as well as browser and application-level problems. - Document operational procedures and standards that shape the client support experience. - Assist the IT department with projects and take on additional duties as assigned.

Requirements - One or more years of experience in a technical support role. - An associate or bachelor's degree in computer science or a related field is preferred, with three or more additional years of experience accepted in lieu of a degree. - Familiarity with SaaS troubleshooting, Microsoft Office desktop and Office 365, Windows 10/11, and macOS. - Basic understanding of Intel/AMD/Mac hardware and TCP/IP networking. - Strong customer-service orientation, problem-solving mindset, and team-oriented interpersonal skills.

Nice to have - Hands-on experience with Genesys Cloud and Salesforce. - Industry certifications such as CompTIA A+, Network+, Security+, Microsoft 365 Fundamentals, or Microsoft Technology Associate.

Benefits and work setup - Full-time remote schedule on EST hours with a published pay range. - Comprehensive medical, dental, vision, disability, and life insurance. - Pre-tax FSA for medical and dependent care expenses, and a 401(k) plan.