Job Description
Join our dynamic remote-first team as a Help Desk Support Specialist in Durham, NC! We're seeking a tech-savvy professional to deliver exceptional customer support while working from anywhere in the US. Enjoy competitive compensation, flexible hours, and comprehensive benefits while solving complex technical challenges for our diverse client base. This is your opportunity to grow your career in a supportive environment that values innovation and work-life balance.
Responsibilities
- Provide Tier 1/2 technical support via phone, chat, and email for hardware/software issues
- Diagnose and resolve network connectivity, security protocols, and system performance problems
- Document all support tickets using ServiceNow with detailed resolution steps
- Collaborate with Tier 3 engineers for complex escalations while maintaining client communication
- Conduct remote system installations, configurations, and user training sessions
- Monitor ticket queues with SLA adherence and maintain 95%+ customer satisfaction rating
- Contribute to knowledge base articles and process improvement initiatives
Qualifications
- 3+ years in technical support with remote work experience
- CompTIA A+/Network+ certification or equivalent industry credentials
- Expertise in Windows/macOS, Active Directory, and cloud platforms (Azure/O365)
- Strong troubleshooting skills using diagnostic tools like Wireshark and Remote Desktop
- Exceptional written/verbal communication with cross-cultural sensitivity
- Ability to manage multiple priorities in fast-paced environments
- Experience with ticketing systems (ServiceNow/Jira) and ITSM frameworks
- Must have reliable high-speed internet and dedicated home office space