Help Desk Support Specialist

(Remote - Eastern Time Zone, will accept Central Time Zone locations)

Bonus locations - Raleigh and Charlotte, NC OR Detroit, Michigan

Job Overview:

We are seeking a motivated and customer-oriented Help Desk Support Specialist to provide exceptional technical support for our clients in a remote environment. This role involves troubleshooting technical issues, providing user support, maintaining accurate records, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work independently.

Key Responsibilities:

• Customer Support Excellence:
• Provide outstanding customer service with every client interaction, ensuring a positive, professional, and efficient support experience.
• Assist users by troubleshooting and resolving issues related to hardware, software, and network problems, with a focus on Windows-based environments (but also Mac OS knowledge is beneficial).
• Incident Documentation:
• Record all incidents and service requests in the service desk management platform (e.g., Autotask) to ensure efficient ticket tracking, follow-ups, and reporting.
• Ensure that all necessary details are captured to facilitate accurate documentation and problem resolution.
• Communication & Collaboration:
• Maintain clear and consistent communication with clients, internal teams, and third-party vendors, providing regular updates on incident status.
• Engage with users in a professional and empathetic manner to guide them through technical troubleshooting steps.
• Time Tracking & Reporting:
• Log all time worked on specific tickets and tasks in Autotask, ensuring accurate billing and productivity reporting.
• Remote Troubleshooting:
• Use Remote Monitoring and Management (RMM) tools to perform remote troubleshooting and issue resolution, minimizing the need for onsite visits.
• Provide clear, step-by-step instructions for users to follow, ensuring they can perform tasks with confidence.
• Problem Diagnosis & Resolution:
• Ask targeted questions to accurately diagnose and resolve problems, offering both quick fixes and longer-term solutions where necessary.
• Escalate issues that cannot be resolved at your level to higher-tier support or other relevant teams.
• On-Call Rotation:
• Participate in an on-call rotation for after-hours support, responding promptly to urgent issues or incidents.
• Special Projects & Continuous Learning:
• Work on special IT projects as assigned, including software deployments, system upgrades, and other operational tasks.
• Continuously expand your technical knowledge through training and hands-on experience, adapting to new tools, software, and systems.

Preferred Requirements:

• Experience:
• 2+ years of work experience in help desk support or a similar technical support role.
• Hands-on experience with setting up and troubleshooting Windows OS environments (Windows 10/11). Experience with Mac OS is a plus.
• Proficiency in Active Directory for adding and disabling users.
• Office 365 Admin experience, including managing user accounts, Exchange Online, and basic troubleshooting.
• Working knowledge of computer peripherals such as printers, scanners, and other devices.
• Technical Skills:
• Knowledge of network security practices and experience with anti-virus programs.
• Experience with Intune and Autopilot for device management and deployment.
• Basic Firewall Management: Understanding of firewall configurations and troubleshooting network-related issues.
• Azure Active Directory (Azure AD) management experience for managing users, groups, and access control.
• Experience with SharePoint Online Management, including site creation, permissions, and troubleshooting.
• Experience with remote troubleshooting and the ability to provide clear, easy-to-follow instructions for clients.
• Office 365 and Exchange Online user management (add/remove users, password resets, etc.).
• Communication & Problem Solving:
• Strong verbal and written communication skills, with the ability to explain complex technical issues to non-technical users.
• Excellent problem-solving skills and the ability to manage multiple tasks simultaneously in a fast-paced environment.
• Certifications (Preferred but not Required):
• Microsoft MS-102: Microsoft 365 Certified: Enterprise Administrator Expert.
• Microsoft MD-102: Microsoft Certified: Windows 10 Exam.
• Network+: CompTIA Network+ Certification.
• ITIL: IT Infrastructure Library Certification.

Soft Skills:

• Customer-oriented attitude: Always focused on delivering the best service and ensuring a positive client experience.
• Self-motivated and reliable: Ability to work independently with minimal supervision.
• Adaptability: Comfortable working in a remote environment and able to stay focused during working hours.

Remote Work Environment:

• A home office where you can work without interruptions during working hours.
• Be prepared to be at your desk the entire working day, except during breaks (8 AM - 5 PM EST).
• Dress professionally for internal video calls, as all communication with internal teams will be conducted via Microsoft Teams video calls.
• Transportation:
• Reliable transportation is required, though this is primarily a remote position, occasional on-site visits may be required for hardware issues or special projects.

Benefits:

• Medical/Dental: Comprehensive medical and dental insurance plans to keep you and your family healthy.
• Life Insurance: Company-paid life insurance coverage.
• 401(k) Match: Company matching contribution to your retirement plan.
• Paid Time Off: Generous paid vacation and paid holidays.
• Company Cell Phone: A company-provided cell phone to stay connected.
• Company Laptop: A company-provided laptop for work-related tasks.
• Work from Home: Enjoy the flexibility of working remotely.
• Bonus Opportunity: Eligible for performance-based bonuses.
• Career Growth: Opportunity to advance into an Engineering Role as you grow your skills and expertise within the company.

Why Join Us?

• Remote Flexibility: Enjoy the flexibility of working from home.
• Growth Opportunities: Learn and grow with a company that encourages professional development.
• Work-Life Balance: Standard working hours with an on-call rotation.
• Supportive Team: Work in a collaborative environment with a focus on both technical excellence and customer satisfaction.