Job Description
Join TechNova Solutions' award-winning IT support team and transform how we empower employees through exceptional remote service. As a Remote Help Desk Support Specialist, you'll be the frontline hero solving technical challenges with empathy and expertise in our Scottsdale-based operations. We're seeking a tech-savvy professional who thrives in dynamic environments and values work-life balance with our 100% remote-friendly culture. Enjoy competitive benefits, career growth opportunities, and the flexibility to excel from anywhere in the US while supporting cutting-edge enterprise systems.
Responsibilities
- Provide Tier 1-2 technical support via phone, chat, and remote desktop for 500+ employees across 15 states
- Diagnose and resolve hardware/software issues including Windows 10/11, Office 365, and VPN connectivity
- Manage ticket lifecycle in ServiceNow with SLA adherence and customer satisfaction focus
- Document solutions in knowledge base and contribute to IT process improvements
- Collaborate with network/infrastructure teams on escalations and root cause analysis
- Train end-users on security protocols and productivity tools
- Support mobile device management (MDM) deployments and troubleshooting
Qualifications
- 2+ years of enterprise-level help desk experience with remote support protocols
- CompTIA A+ or equivalent certification required (CompTIA Network+ preferred)
- Expert proficiency in Windows OS, Active Directory, and Microsoft 365 administration
- Strong diagnostic skills for hardware/network troubleshooting
- Exceptional written/verbal communication with ability to simplify complex technical concepts
- Experience with ticketing systems (ServiceNow, Jira, Zendesk) and remote access tools
- Ability to work independently with minimal supervision in a remote environment
- Valid US driver's license and reliable internet connection (minimum 50 Mbps)