Job Description
Join our dynamic remote-first team as a Help Desk Support Specialist in Portland! InnovateTech Solutions is seeking a tech-savvy professional to deliver exceptional customer support and resolve technical challenges for our growing client base. This fully remote role offers competitive compensation, flexible hours, and opportunities for career advancement in a collaborative environment.
As a key member of our IT support team, you'll be the first point of contact for users experiencing technical issues. Your expertise will ensure seamless operations and high user satisfaction across our portfolio of clients. We value problem-solvers who thrive in remote settings and are passionate about technology.
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
- Manage ticketing systems with SLA adherence and proper documentation
- Deploy and maintain remote desktop solutions and VPN configurations
- Collaborate with senior engineers on complex escalations
- Create and update technical documentation and knowledge base articles
- Conduct user training sessions on new technologies and best practices
Qualifications
- 3+ years of experience in IT help desk or technical support roles
- Proficiency in Windows, macOS, and mobile device troubleshooting
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP)
- Certification in CompTIA A+, Network+, or equivalent preferred
- Experience with ticketing systems (ServiceNow, Jira, Zendesk)
- Exceptional communication and customer service skills
- Ability to work independently in a remote environment
- Knowledge of cloud platforms (AWS, Azure, GCP) a plus