Job Description
Join our award-winning IT support team and deliver exceptional technical assistance to clients across Baton Rouge and beyond. We offer fully remote positions with flexible scheduling to accommodate your lifestyle. As a key member of our growing team, you'll troubleshoot complex issues, optimize system performance, and ensure seamless digital experiences for our diverse client base. Enjoy competitive compensation, comprehensive benefits, and ongoing professional development in a supportive, tech-forward environment.
Responsibilities
- Provide remote technical support via phone, chat, and email for software, hardware, and network issues
- Diagnose and resolve system malfunctions using remote access tools and diagnostic protocols
- Document all support interactions, resolutions, and customer feedback in CRM systems
- Collaborate with senior technicians to escalate complex issues and implement solutions
- Conduct system maintenance, updates, and security patches as scheduled
- Train end-users on best practices for digital security and software usage
- Monitor ticket queues and maintain service level agreements (SLAs)
Qualifications
- Associate's degree in IT or related field or equivalent technical certification (CompTIA A+, Network+, etc.)
- 2+ years of experience in remote desktop support or helpdesk environments
- Proficiency in Windows/macOS operating systems, networking fundamentals, and cloud services
- Exceptional problem-solving skills with ability to troubleshoot under pressure
- Strong written and verbal communication skills with customer-first mindset
- Experience with ticketing systems (Zendesk, ServiceNow, Jira) and remote access tools
- Ability to work flexible hours including evenings and weekends as needed