Job Description
Join our innovative tech team as a Remote Help Desk Support Specialist in Charlotte, NC! We're seeking a customer-focused professional to deliver exceptional technical support to our growing client base. This 100% remote role offers flexible hours, competitive compensation, and opportunities for career advancement. As a key member of our IT support division, you'll troubleshoot hardware/software issues, document resolutions, and contribute to process improvements. Enjoy our comprehensive benefits package including health insurance, 401k matching, and professional development stipends.
Responsibilities
- Diagnose and resolve technical issues via phone, email, and remote support tools
- Provide exceptional customer service with clear communication and empathy
- Document all support tickets and solutions in our CRM system
- Collaborate with senior engineers on complex escalations
- Deploy and configure hardware/software across client environments
- Contribute to knowledge base articles and training materials
- Monitor system performance and proactively address potential issues
Qualifications
- 2+ years of technical support experience in a help desk environment
- Proficiency with Windows OS, Microsoft Office 365, and remote desktop tools
- Strong troubleshooting skills for network connectivity and security issues
- Excellent written and verbal communication abilities
- CompTIA A+ or equivalent certification preferred
- Experience with ITSM tools (e.g., ServiceNow, Jira Service Desk)
- Ability to work independently in a remote setting
- Basic knowledge of cloud platforms (AWS/Azure) is a plus