Job Description
Join our award-winning IT team as a Remote Help Desk Support Specialist in Virginia Beach, VA! We're seeking a tech-savvy professional to deliver exceptional user support while enjoying the flexibility of remote work. As a key member of our 24/7 support infrastructure, you'll resolve technical challenges across diverse systems while maintaining industry-leading customer satisfaction scores. What you'll love: Collaborative virtual team environment, cutting-edge technology stack, and clear career advancement paths. Perks include: Comprehensive health benefits, professional development stipends, and quarterly team-building retreats. Ready to make an impact? Apply today to join our innovative team!
Responsibilities
- Diagnose and resolve hardware/software issues across Windows, macOS, and mobile platforms via remote support tools
- Manage and prioritize tickets in Zendesk with 95% SLA adherence
- Document solutions in knowledge base with clear, actionable procedures
- Conduct virtual onboarding sessions for new employees using IT assets
- Collaborate with network and security teams on escalated incidents
- Maintain 4.8+ customer satisfaction ratings through empathetic communication
- Proactively identify system improvements and automation opportunities
Qualifications
- 3+ years of enterprise-level help desk experience with remote support focus
- CompTIA A+ or equivalent certification (Network+ preferred)
- Expertise in Active Directory, Office 365, and VPN configurations
- Proven ability to troubleshoot network connectivity issues (TCP/IP, DNS, DHCP)
- Experience with ticketing systems and remote desktop tools (TeamViewer/RDP)
- Exceptional written and verbal communication skills
- Ability to work independently with minimal supervision in remote environment
- Proficient in scripting (PowerShell/Bash) for automation tasks