Technical Support Specialist

We are seeking a knowledgeable and customer-focused Technical Support Specialist to assist users in resolving hardware, software, and system issues. This role involves providing technical assistance, troubleshooting problems, and ensuring clients and internal teams experience smooth and efficient tech support.

Key Responsibilities:

Respond to support requests via phone, email, or chat in a timely and professional manner

Troubleshoot and resolve hardware, software, network, or system issues

Provide step-by-step technical assistance and guidance to end users

Document issues, solutions, and support interactions in the ticketing system

Escalate complex problems to higher-level support or engineering teams when necessary

Install, configure, and maintain software and hardware as needed

Educate users on best practices and self-service solutions

Monitor system performance and identify recurring issues or potential improvements

Collaborate with IT or development teams on system updates and rollouts

Qualifications:

Associates or Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience)

Previous experience in technical support, IT help desk, or a similar role

Strong problem-solving skills and technical aptitude

Familiarity with Windows, macOS, and/or Linux operating systems

Working knowledge of common tools like ticketing systems (e.g., Zendesk, Freshdesk), remote desktop, and diagnostic utilities

Excellent communication and interpersonal skills

Ability to explain technical concepts to non-technical users

Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus

Work Environment:

Office-based, remote, or hybrid depending on company policy

Full-time with possible on-call or shift rotation, including evenings or weekends

May involve lifting/moving hardware or equipment occasionally