Job Description
Join our award-winning IT support team and become the go-to problem-solver for remote employees across Nebraska! We're seeking a passionate Help Desk Specialist to deliver exceptional technical support in a fully remote environment. Enjoy flexible work hours, comprehensive benefits, and opportunities to grow your career while making a tangible impact on our organization's digital infrastructure.
Why Work With Us?
- 100% remote work with cutting-edge technology
- Competitive salary + performance bonuses
- Professional development stipend
- Health, dental, and vision insurance
- Paid time off + company holidays
Responsibilities
- Provide Tier 1/2 technical support via phone, email, and chat for 500+ remote employees
- Diagnose and resolve hardware/software issues including Windows OS, Microsoft 365, and VPN connectivityDocument tickets in ServiceNow with detailed resolution steps and preventive measures
- Collaborate with network and security teams on complex escalations
- Conduct new hire onboarding for hardware/software setup
- Develop and maintain troubleshooting knowledge base articles
- Monitor ticket queues and maintain SLA compliance (90%+ first-contact resolution)
Qualifications
- 2+ years of IT help desk or technical support experience
- CompTIA A+ or equivalent certification required
- Expert knowledge of Windows 10/11, Active Directory, and Microsoft 365
- Experience with remote support tools (TeamViewer, AnyConnect, etc.)
- Strong customer service skills with ability to remain calm under pressure
- Basic networking knowledge (TCP/IP, DNS, DHCP)
- Excellent written and verbal communication skills
- Self-motivated with ability to work independently in remote setting