Technical Support Specialist

We are seeking a reliable and tech-savvy remote technical support specialist to provide timely, courteous, and knowledgeable support to our users and clients. This role involves troubleshooting hardware, software, and network issues, delivering excellent customer service, and ensuring seamless system functionality. Only U.S. citizens are eligible for this position due to the nature of our clients and data security requirements.

Key Responsibilities:

Provide Level 1 and Level 2 technical support via phone, email, chat, or ticketing systems.

Troubleshoot hardware, software, connectivity, and user account issues in Windows, macOS, or cloud environments.

Guide users through problem-solving steps and escalate complex issues to higher-level technical teams when necessary.

Document support interactions, solutions, and follow-up actions in a clear and organized manner.

Assist with system setups, software installations, and remote configurations.

Maintain up-to-date knowledge of company products, services, and system updates.

Ensure all support requests are resolved promptly and professionally.

Follow security protocols and compliance requirements in all support activities.

Qualifications:

U.S. citizenship is required (no exceptions).

2+ years of experience in technical support, help desk, or IT support roles.

Strong understanding of operating systems (Windows/macOS), networking basics, and troubleshooting tools.

Excellent communication, problem-solving, and customer service skills.

Ability to work independently in a remote environment.

Familiarity with remote support tools (e.g., TeamViewer, AnyDesk, Zoom, Remote Desktop, etc.).

Preferred Skills:

Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira, ServiceNow).

Knowledge of cloud platforms (e.g., Office 365, Google Workspace, AWS).

Certifications such as CompTIA A+, Network+, or similar are a plus.