Job Description
Join our award-winning team as a Remote IT Support Specialist and transform your career from the comfort of your home! We provide all necessary equipment—laptop, monitor, peripherals—so you can focus on delivering exceptional technical support. As a key member of our Cleveland-based virtual team, you'll resolve complex IT issues for enterprise clients while enjoying a flexible, fully remote work environment. Competitive benefits include health insurance, 401(k) matching, and professional development stipends. Experience the future of work with a company that invests in your success.
Responsibilities
- Diagnose and resolve hardware/software issues for remote clients via phone, chat, and remote access
- Deploy and configure company-provided IT equipment (laptops, peripherals, networking tools)
- Maintain detailed documentation of technical resolutions and client interactions
- Collaborate with cross-functional teams to escalate complex security or network issues
- Conduct proactive system maintenance and security updates on company-issued devices
- Train clients on new technologies and security best practices
- Monitor ticket queues to maintain SLA compliance and client satisfaction targets
Qualifications
- 3+ years of IT support experience with remote/hybrid work environments
- CompTIA A+ or equivalent certification required
- Proficiency in Windows/macOS, networking fundamentals, and cloud services (AWS/Azure)
- Exceptional troubleshooting skills with ability to resolve 80%+ Tier 1 issues independently
- Strong written and verbal communication skills for technical and non-technical audiences
- Self-motivated with ability to manage time effectively in a remote setting
- Experience with ticketing systems (ServiceNow, Zendesk) and remote access tools
- Must have dedicated home office space with reliable high-speed internet