Job Description
Join TechSolutions Inc. as a Help Desk Support Specialist and enjoy the freedom of flexible hours while making a tangible impact in Newark's tech community. We're seeking a customer-focused professional to deliver exceptional technical support across our diverse client base. This role offers remote/hybrid flexibility with core hours between 8 AM-6 PM, allowing you to design a schedule that fits your life. Work with cutting-edge technology in a collaborative environment where your problem-solving skills directly enhance user experiences. If you're passionate about technology and value work-life balance, this is your opportunity to thrive.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and chat for hardware/software issues
- Diagnose and resolve network connectivity, security protocols, and application glitches
- Document all interactions using Zendesk with detailed ticketing and resolution tracking
- Collaborate with senior engineers on complex escalations and system improvements
- Conduct remote device setups and security compliance verifications
- Develop user training materials for common technical workflows
- Monitor system performance and proactively address potential vulnerabilities
Qualifications
- 2+ years in IT help desk or technical support environment
- Proficient in Windows/macOS OS, Active Directory, and cloud platforms (AWS/Azure)
- CompTIA A+ or equivalent certification preferred
- Exceptional written/verbal communication with empathetic customer service approach
- Experience with ticketing systems (ServiceNow, Jira, Zendesk)
- Ability to troubleshoot hardware issues (printers, peripherals, mobile devices)
- Strong analytical skills for root-cause analysis
- Flexibility to work occasional evenings/weekends for system updates