Job Description
Join our dynamic IT team as a Remote Help Desk Support Specialist in Chicago! We're seeking a tech-savvy professional to deliver exceptional customer service and resolve technical challenges for our global workforce. Enjoy the flexibility of remote work while making a tangible impact in a collaborative, innovative environment.
Why TechSolutions Inc.? We offer competitive compensation, comprehensive benefits, and career growth opportunities in the heart of Chicago's tech scene. Our remote-first culture values work-life balance and continuous learning.
Responsibilities
- Provide Tier 1-2 technical support via phone, email, and chat for hardware/software issues
- Diagnose and resolve network connectivity, security, and system performance problems
- Document troubleshooting steps and maintain accurate incident records in ServiceNow
- Collaborate with senior engineers on complex escalations and system improvements
- Conduct user training on IT tools and security best practices
- Monitor ticket queues and maintain SLA compliance with 95%+ resolution rate
Qualifications
- 2+ years of enterprise-level help desk or desktop support experience
- CompTIA A+ or equivalent certification required
- Expert knowledge of Windows/macOS, Active Directory, and Office 365
- Proficiency with remote support tools (TeamViewer, AnyConnect, etc.)
- Strong customer service skills with ability to de-escalate technical frustration
- Experience with ITIL processes and ticketing systems
- Self-motivated with excellent time management in remote environments