Job Description
Join our dynamic IT team as a Remote Help Desk Specialist and become the go-to technical hero for our Jacksonville-based organization! We're seeking a customer-focused professional to deliver exceptional remote support across our growing tech ecosystem. Enjoy flexible remote work while making a tangible impact on employee productivity and satisfaction. With competitive compensation, comprehensive benefits, and a commitment to your growth, this role offers the perfect blend of autonomy and collaboration.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and chat for 500+ employees across the US
- Diagnose and resolve hardware/software issues including Windows OS, Microsoft 365, and cloud applications
- Manage ticket lifecycle in ServiceNow with 95% SLA adherence and first-call resolution focus
- Deploy and configure new equipment including laptops, peripherals, and mobile devices
- Create and maintain technical documentation including knowledge base articles and troubleshooting guides
- Collaborate with Level 2 engineers on complex escalations and system improvements
Qualifications
- 3+ years of enterprise-level help desk or desktop support experience
- CompTIA A+ or Network+ certification required (or equivalent experience)
- Expert proficiency in Windows 10/11, Active Directory, and Microsoft 365
- Strong diagnostic skills for hardware issues and VPN connectivity problems
- Experience with remote support tools like TeamViewer, AnyDesk, or ConnectWise
- Exceptional communication skills with ability to translate technical concepts for non-technical users
- Proven ability to prioritize tasks in fast-paced environments