Job Description
Join TechFlow Solutions' award-winning IT support team in Portland's vibrant tech ecosystem! We're seeking a passionate Senior Help Desk Specialist to deliver exceptional remote-first technical support to our growing client base. This 100% remote-friendly role offers the flexibility to work from anywhere while making a tangible impact in a collaborative environment.
As a cornerstone of our service delivery, you'll troubleshoot complex technical challenges across diverse industries, implement proactive monitoring solutions, and continuously optimize our support workflows. We provide cutting-edge tools, comprehensive training, and a culture that celebrates innovation and work-life balance.
Responsibilities
- Provide Tier 2-3 technical support for 500+ enterprise clients via phone, chat, and remote access
- Diagnose and resolve hardware/software issues including Windows/macOS, cloud platforms (AWS/Azure), and network infrastructure
- Create and maintain detailed documentation of troubleshooting procedures and knowledge base articles
- Collaborate with engineering teams to escalate complex issues and implement permanent solutions
- Develop automation scripts to streamline repetitive support tasks and improve resolution times
- Mentor junior support staff and conduct monthly training sessions on emerging technologies
Qualifications
- 3+ years of enterprise-level help desk experience with remote support proficiency
- Expert knowledge of Active Directory, SCCM, and enterprise security protocols
- CompTIA Security+ or equivalent certification required (CCNA preferred)
- Experience with ticketing systems (Zendesk/Servicenow) and monitoring tools (Datadog/PagerDuty)
- Exceptional communication skills with ability to translate technical concepts for non-technical users
- Proven ability to manage multiple high-priority incidents simultaneously
- Proficiency in PowerShell/Python for scripting automation tasks