Job Description
Join TechSolve Solutions as a Senior Help Desk Support Specialist and become the backbone of our IT infrastructure! We're seeking a tech-savvy professional to deliver exceptional remote support to our diverse client base in the thriving tech hub of Durham, NC. Enjoy the flexibility of remote work while making a tangible impact through your expertise in troubleshooting and customer service.
This hybrid role combines remote convenience with occasional on-site collaboration in our modern Durham office. You'll be the first point of contact for technical challenges, ensuring seamless operations across Windows, macOS, and cloud environments. If you're passionate about problem-solving and thrive in dynamic settings, this is your opportunity to advance your career with a forward-thinking company.
Responsibilities
- Provide Tier 2/3 technical support via phone, email, and remote access for hardware, software, and network issues
- Manage and resolve service desk tickets using Jira and ServiceNow with SLA adherence
- Diagnose and resolve complex issues including Active Directory, VPN connectivity, and cloud applications
- Document solutions in knowledge base and create training materials for end-users
- Collaborate with network and security teams on escalated incidents and infrastructure projects
- Maintain inventory of IT assets and coordinate hardware/software deployments
Qualifications
- 3+ years of enterprise-level help desk experience with remote support proficiency
- CompTIA A+, Network+, or equivalent IT certifications required
- Expert knowledge of Windows 10/11, macOS, and Microsoft 365 ecosystem
- Experience with ticketing systems (ServiceNow, Jira) and remote access tools
- Strong diagnostic skills for hardware troubleshooting and network connectivity issues
- Excellent communication skills with ability to translate technical concepts for non-technical users
- Ability to work independently in remote environment while collaborating effectively in team settings