Job Description
We are looking for a dedicated Remote Tech Support Specialist to join our growing team based in Anchorage, AK. In this role, you will be the first line of defense for our enterprise clients, resolving technical issues via phone, email, and chat.
As a key member of our IT team, you will ensure our clients can seamlessly utilize our software and hardware solutions. If you have a passion for problem-solving and a knack for explaining complex technical concepts to non-technical users, we want to hear from you.
Why Join Us?
• Remote-First Culture: Work from the comfort of your home in Anchorage.
• Competitive Pay: $18 - $28/hr based on experience.
• Professional Growth: Opportunities for certification and advancement.
Responsibilities
- Troubleshoot Hardware & Software: Diagnose and resolve technical issues for end-users, including printers, operating systems, and network connectivity.
- Customer Service: Deliver exceptional support through phone, email, and remote desktop sessions while maintaining a professional demeanor.
- Ticket Management: Log and track all support requests and resolutions in our ticketing system (Zendesk/ServiceNow) with high accuracy.
- System Maintenance: Perform routine system updates, patch management, and security checks as assigned.
- Client Communication: Educate users on best practices for cybersecurity and software usage.
- Issue Escalation: Identify complex issues that require specialized engineering support and escalate them appropriately.
Qualifications
- Education: High school diploma or equivalent required; Associate degree in Computer Science or IT is a plus.
- Experience: 1-3 years of experience in Help Desk or Technical Support.
- Technical Skills: Familiarity with Windows and macOS operating systems; basic knowledge of TCP/IP and network protocols.
- Communication: Strong verbal and written communication skills with the ability to simplify technical jargon.
- Availability: Must be available to work standard business hours (9 AM - 6 PM AK Time) or rotating shifts.
- Tools: Proficiency with remote support tools (TeamViewer, AnyDesk) and ticketing systems.