Technical Support Specialist

About the Opportunity

The Technical Support Specialist serves as the primary point of contact for customers seeking technical assistance, delivering prompt, professional, and customer-focused support. Operating in a full-time capacity, this role diagnoses hardware and software issues, assists with system configurations, guides users through troubleshooting procedures, maintains accurate ticket records, and escalates complex technical challenges in accordance with established service level agreements (SLAs) and operational standards.

Key Responsibilities

Provide professional support to internal and external users via phone and email queues, answering incoming calls within three rings and prioritizing first-contact resolution.
Diagnose and troubleshoot hardware, software, system configuration, user access, and network connectivity issues across Windows, macOS, and Linux operating systems.
Guide users step-by-step through troubleshooting protocols while adhering to customer IT policies, Statements of Work (SOWs), and contractual boundaries.
Manage and maintain support tickets in Freshdesk, documenting call reasons, expected versus actual results, troubleshooting steps, and escalation notes.
Escalate unresolved or complex issues to appropriate internal teams following departmental procedures, monitoring progress, and keeping users informed.
Follow up with users to verify complete issue resolution and system functionality.
Create, update, and maintain technical documentation, knowledge base articles, and user guides, documenting recurring issues to improve support workflows.
Participate in required on-site and ongoing technical training, upholding all security, confidentiality, and performance standards.

Required Qualifications

2–3 years of experience in technical support, IT support, help desk operations, or a related role within a service-oriented environment.
Demonstrated experience diagnosing, troubleshooting, and resolving hardware, software, operating system, and network connectivity issues.
Proficiency in supporting and troubleshooting Windows, macOS, and Linux operating systems.
Strong understanding of networking concepts, protocols, hardware components, and software applications.
Experience managing support tickets and using ticketing platforms such as Freshdesk, along with remote support tools.
Working knowledge of incident documentation, ticket escalation workflows, and service level agreements (SLAs).
Strong analytical, critical-thinking, and problem-solving skills, with the ability to remain calm and effective during system outages and critical incidents.
Excellent verbal and written communication skills, including the ability to explain technical details clearly to non-technical users.
Strong organizational skills to manage multiple priorities independently while collaborating effectively across teams.
Ability to sit at a desk and work on a computer for approximately 90% of a shift and communicate by telephone for extended periods.
Willingness to work flexible hours, including evenings and weekends as business needs dictate.
Availability to participate in a rotating on-call schedule (approximately one week per rotation).
Ability to participate in required on-site training.

Preferred Qualifications

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field (or equivalent professional experience and technical certifications).
Familiarity with scripting and automation tools and languages, such as PowerShell, C++, Python, or Bash.

Compensation and Benefits

Base salary of $59,000, with eligibility for uncapped commission and on-target earnings (OTE); final offers depend on experience, skills, and location.
Benefits include medical, dental, and vision coverage, a 401(k) plan with organization match, flexible paid time off, company-paid holidays, life insurance, and professional development opportunities.

Work Location and Schedule

Location: United States (work is performed in an office environment with some required on-site training).
Schedule: Full time, with required participation in rotating on-call shifts and occasional evening or weekend coverage as needed.

AI Use in Hiring

As part of the hiring process, this role may use artificial intelligence or automated tools to assist in reviewing and screening applications. These tools support, but do not replace, human judgment in hiring decisions.