Technical Support Specialist
$46,000–$50,000 year
RemoteUnited States
Job Summary
Provide advanced IT support to internal and external customers by managing calls, tickets, and walk-ups to resolve moderately complex hardware, software, and access issues. Troubleshoot performance problems, configure end-user devices, and deploy operating systems while maintaining ownership of tickets to meet SLAs. Perform user and group administration, investigate security incidents, and create detailed knowledge base documentation. Identify recurring trends, recommend solutions, and escalate complex incidents to senior support. Collaborate across teams, mentor junior analysts, and contribute to root cause analysis for post-incident reviews.
Required Qualifications
- Associate Degree in Computer Science or Information Technology
- 2-4 years of practical experience
- Working knowledge of Active Directory and Azure AD (Entra ID) administration
- Working knowledge of Microsoft Windows operating systems
- Working knowledge of LAN/WAN networking and troubleshooting
- Working knowledge of virtualization platforms
- Experience with endpoint management and deployment tools
- Ability to troubleshoot beyond documented procedures
- Strong analytical and problem-solving skills
- Ability to mentor junior technicians
- Strong communication and documentation skills
- Ability to work independently in a fast-paced environment
- Strong attention to detail and organizational skills
- Ability to work effectively in a team-oriented environment
- Must be available, if required, on a 24-hour on-call basis
Desired Qualifications
- Relevant certifications (e.g., CompTIA Network+, Security+, Microsoft 365 or Azure certifications)
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