Technical Support Specialist

Position Overview

We are seeking a motivated and customer-focused Technical Support Specialist to join our growing team. In this role, you will provide timely technical assistance to customers and internal users, troubleshoot common hardware and software issues, and help ensure a smooth and positive technology experience.

This position is well suited for candidates with strong problem-solving and communication skills. Applicants with transferable customer service, help desk, IT support, or technical troubleshooting experience are encouraged to apply.

Job Type: Full-Time / Part-Time
Work Location: Remote
Experience Level: Entry-Level to Intermediate
Schedule: Flexible scheduling based on business needs

Key Responsibilities
Provide technical assistance to customers and users through phone, email, chat, and support ticket systems.
Diagnose and resolve common hardware, software, application, connectivity, and account-related issues.
Guide users through troubleshooting procedures using clear, professional, and easy-to-understand instructions.
Assist with software installation, system configuration, password resets, account access, and basic device setup.
Document customer interactions, technical issues, troubleshooting steps, and resolutions accurately.
Escalate complex or unresolved technical issues to the appropriate technical team when necessary.
Follow established service standards and work toward timely resolution of support requests.
Maintain current knowledge of supported products, applications, procedures, and troubleshooting practices.
Collaborate with other technical and customer support teams to identify recurring issues and improve the user experience.
Maintain the confidentiality and security of customer, employee, and company information.

Qualifications
High school diploma or equivalent required; additional education or training in Information Technology, Computer Science, or a related field is preferred.
Previous experience in technical support, help desk, customer service, or a related position is preferred but not required for qualified entry-level candidates.
Basic understanding of Windows and/or macOS operating systems.
Familiarity with Microsoft 365, email applications, web browsers, and common productivity software.
Basic understanding of internet connectivity, Wi-Fi, VPNs, computer hardware, and peripheral devices.
Strong troubleshooting, analytical, and problem-solving abilities.
Excellent written and verbal communication skills.
Strong attention to detail and organizational skills.
Ability to manage multiple support requests and prioritize tasks effectively.
Ability to work independently in a remote environment while collaborating with a team.

Preferred Skills

Experience with ticketing or help desk platforms, remote-support software, Microsoft 365, Active Directory, CRM systems, or similar business applications is beneficial. Certifications such as CompTIA A+, Network+, Microsoft Fundamentals, or ITIL Foundation are also valued but are not required unless specifically necessary for the position.