Support Technician

As a Remote Support Technician, you will provide front-line technical support to end users, ensuring reliable access to systems, software, and services. You'll troubleshoot issues, resolve incidents, and guide users through solutions for hardware, software, connectivity, and access problems. Your goal is to maintain productivity and minimize downtime by delivering timely, professional, and effective support.

This role is ideal for a technically proficient problem-solver who thrives in a service-oriented, fast-paced environment. You will interact with users via chat, email, phone, or remote desktop tools, often working with ticketing systems to manage and prioritize support requests.

Key Responsibilities:

Respond to support requests via helpdesk/ticketing systems, phone, email, or remote access tools

Troubleshoot and resolve issues with hardware (laptops, desktops, peripherals), software (OS, business apps), and network connectivity

Guide users through system setups, configurations, and problem resolution

Assist with user onboarding/offboarding, account setups, and access provisioning (e.g., Active Directory, Microsoft 365, VPNs)

Document issues, solutions, and knowledge base articles for future reference

Escalate complex problems to Tier 2/3 support or specialized teams

Maintain endpoint security, patching, and compliance standards as directed by IT policies

Monitor system health and respond to alerts or performance issues

Provide excellent customer service and clear communication in a remote, distributed environment

Participate in team meetings and contribute to continuous improvement of IT processes

Required Qualifications:

Associates degree or equivalent work experience in Information Technology, Computer Science, or a related field

1-2 years of experience in IT support, helpdesk, or desktop support roles

Familiarity with Windows and/or macOS environments, Microsoft 365, and common business tools (Zoom, Google Workspace, Slack, etc.)

Working knowledge of Active Directory, ticketing systems (e.g., ServiceNow, Zendesk, Freshservice), and remote support tools (e.g., TeamViewer, LogMeIn)

Strong problem-solving and multitasking abilities

Excellent verbal and written communication skills

Ability to work independently and manage time in a fully remote setting.