Job Description
Join TechFlow Solutions as a Remote IT Support Specialist and revolutionize how we deliver exceptional technical assistance from the comfort of your home in Detroit. We provide all necessary equipment including high-performance laptops, dual monitors, headsets, and ergonomic furniture to ensure your productivity. Enjoy a collaborative virtual environment with flexible scheduling while serving our diverse client base across Michigan.
This role offers competitive compensation, comprehensive health benefits, professional development stipends, and quarterly performance bonuses. Our commitment to work-life balance includes unlimited PTO and company-sponsored wellness programs. As a leader in remote-first IT support, we foster innovation through regular virtual hackathons and cross-departmental projects.
Responsibilities
- Provide Tier 2-3 technical support via phone, chat, and remote desktop for enterprise clients
- Diagnose and resolve hardware/software issues including OS, network connectivity, and cloud applications
- Document all cases in ServiceNow with detailed resolution steps and preventive measures
- Collaborate with global IT teams using Jira for cross-functional project support
- Conduct virtual onboarding sessions for new hires setting up home office equipment
- Monitor ticket queues and SLA compliance using Zendesk analytics dashboard
- Develop technical documentation and SOPs for remote troubleshooting procedures
Qualifications
- 3+ years of enterprise IT support experience with remote work exposure
- CompTIA A+/Network+ certification or equivalent technical credentials
- Proficiency in Windows 10/11, macOS, and virtualization platforms (VMware/Citrix)
- Strong diagnostic skills for network issues (VPN, DNS, DHCP) and endpoint security
- Experience with ticketing systems (ServiceNow/Jira) and remote access tools
- Excellent written/verbal communication with ability to explain technical concepts
- Self-motivated with ability to work independently in a home environment
- Valid Michigan driver's license for occasional equipment delivery coordination