Job Description
Join our award-winning IT support team at NexusTech Solutions, where we empower remote professionals with cutting-edge technology solutions. As a Help Desk Support Specialist, you'll be the frontline hero resolving technical challenges for our distributed workforce. Enjoy a fully remote-friendly environment with flexible hours, comprehensive benefits, and opportunities for career growth in Scottsdale's vibrant tech ecosystem.
Responsibilities
- Provide Tier 1/2 technical support via phone, chat, and remote access for hardware/software issues
- Diagnose and resolve network connectivity, OS, and application problems with 95% first-contact resolution
- Document tickets in ServiceNow with detailed technical notes and preventive measures
- Collaborate with engineering teams on escalations and system improvements
- Develop and maintain knowledge base articles for self-service support
- Conduct onboarding/training for new hires on company systems
- Monitor system health and proactively address performance bottlenecks
Qualifications
- 3+ years in enterprise-level help desk support with remote work experience
- Expert proficiency in Windows 10/11, macOS, and Office 365 troubleshooting
- CompTIA A+/Network+ or equivalent certification required
- Experience with ServiceNow, Jira, or similar ticketing systems
- Strong knowledge of VPN, Active Directory, and cloud infrastructure
- Exceptional communication skills with ability to explain technical concepts clearly
- Ability to work independently with minimal supervision in remote setting
- Bachelor's degree in IT or related field preferred