Support Technician
Stella Contracting, Inc
Full time
Customer Support
United States
Hiring from: United States
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.
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.
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