• Job Description

  Req#: 27635
  Help Desk Support Specialist
  
  (Remote - Eastern Time Zone, will accept Central Time Zone locations)
  
  Bonus locations - Raleigh and Charlotte, NC OR Detroit, Michigan
  
  Job Overview:
  
  We are seeking a motivated and customer-oriented Help Desk Support Specialist to provide exceptional technical support for our clients in a remote environment. This role involves troubleshooting technical issues, providing user support, maintaining accurate records, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work independently.
  
  Key Responsibilities:
  
  • Customer Support Excellence:
  • Provide outstanding customer service with every client interaction, ensuring a positive, professional, and efficient support experience.
  • Assist users by troubleshooting and resolving issues related to hardware, software, and network problems, with a focus on Windows-based environments (but also Mac OS knowledge is beneficial).
  • Incident Documentation:
  • Record all incidents and service requests in the service desk management platform (e.g., Autotask) to ensure efficient ticket tracking, follow-ups, and reporting.
  • Ensure that all necessary details are captured to facilitate accurate documentation and problem resolution.
  • Communication & Collaboration:
  • Maintain clear and consistent communication with clients, internal teams, and third-party vendors, providing regular updates on incident status.
  • Engage with users in a professional and empathetic manner to guide them through technical troubleshooting steps.
  • Time Tracking & Reporting:
  • Log all time worked on specific tickets and tasks in Autotask, ensuring accurate billing and productivity reporting.
  • Remote Troubleshooting:
  • Use Remote Monitoring and Management (RMM) tools to perform remote troubleshooting and issue resolution, minimizing the need for onsite visits.
  • Provide clear, step-by-step instructions for users to follow, ensuring they can perform tasks with confidence.
  • Problem Diagnosis & Resolution:
  • Ask targeted questions to accurately diagnose and resolve problems, offering both quick fixes and longer-term solutions where necessary.
  • Escalate issues that cannot be resolved at your level to higher-tier support or other relevant teams.
  • On-Call Rotation:
  • Participate in an on-call rotation for after-hours support, responding promptly to urgent issues or incidents.
  • Special Projects & Continuous Learning:
  • Work on special IT projects as assigned, including software deployments, system upgrades, and other operational tasks.
  • Continuously expand your technical knowledge through training and hands-on experience, adapting to new tools, software, and systems.
  
  Preferred Requirements:
  
  • Experience:
  • 2+ years of work experience in help desk support or a similar technical support role.
  • Hands-on experience with setting up and troubleshooting Windows OS environments (Windows 10/11). Experience with Mac OS is a plus.
  • Proficiency in Active Directory for adding and disabling users.
  • Office 365 Admin experience, including managing user accounts, Exchange Online, and basic troubleshooting.
  • Working knowledge of computer peripherals such as printers, scanners, and other devices.
  • Technical Skills:
  • Knowledge of network security practices and experience with anti-virus programs.
  • Experience with Intune and Autopilot for device management and deployment.
  • Basic Firewall Management: Understanding of firewall configurations and troubleshooting network-related issues.
  • Azure Active Directory (Azure AD) management experience for managing users, groups, and access control.
  • Experience with SharePoint Online Management, including site creation, permissions, and troubleshooting.
  • Experience with remote troubleshooting and the ability to provide clear, easy-to-follow instructions for clients.
  • Office 365 and Exchange Online user management (add/remove users, password resets, etc.).
  • Communication & Problem Solving:
  • Strong verbal and written communication skills, with the ability to explain complex technical issues to non-technical users.
  • Excellent problem-solving skills and the ability to manage multiple tasks simultaneously in a fast-paced environment.
  • Certifications (Preferred but not Required):
  • Microsoft MS-102: Microsoft 365 Certified: Enterprise Administrator Expert.
  • Microsoft MD-102: Microsoft Certified: Windows 10 Exam.
  • Network+: CompTIA Network+ Certification.
  • ITIL: IT Infrastructure Library Certification.
  
  
  Soft Skills:
  
  • Customer-oriented attitude: Always focused on delivering the best service and ensuring a positive client experience.
  • Self-motivated and reliable: Ability to work independently with minimal supervision.
  • Adaptability: Comfortable working in a remote environment and able to stay focused during working hours.
  
  
  Remote Work Environment:
  
  • A home office where you can work without interruptions during working hours.
  • Be prepared to be at your desk the entire working day, except during breaks (8 AM - 5 PM EST).
  • Dress professionally for internal video calls, as all communication with internal teams will be conducted via Microsoft Teams video calls.
  • Transportation:
  • Reliable transportation is required, though this is primarily a remote position, occasional on-site visits may be required for hardware issues or special projects.
  
  
  Benefits:
  
  • Medical/Dental: Comprehensive medical and dental insurance plans to keep you and your family healthy.
  • Life Insurance: Company-paid life insurance coverage.
  • 401(k) Match: Company matching contribution to your retirement plan.
  • Paid Time Off: Generous paid vacation and paid holidays.
  • Company Cell Phone: A company-provided cell phone to stay connected.
  • Company Laptop: A company-provided laptop for work-related tasks.
  • Work from Home: Enjoy the flexibility of working remotely.
  • Bonus Opportunity: Eligible for performance-based bonuses.
  • Career Growth: Opportunity to advance into an Engineering Role as you grow your skills and expertise within the company.
  
  
  Why Join Us?
  
  • Remote Flexibility: Enjoy the flexibility of working from home.
  • Growth Opportunities: Learn and grow with a company that encourages professional development.
  • Work-Life Balance: Standard working hours with an on-call rotation.
  • Supportive Team: Work in a collaborative environment with a focus on both technical excellence and customer satisfaction.

• About the company

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