Job Description
We are seeking a highly skilled and empathetic Remote Tech Support Specialist to join our team in the Washington, DC metro area. As a key member of our IT department, you will be responsible for providing top-tier technical assistance to our clients, ensuring seamless operations from your home office.
Why You’ll Love Working With Us:
- Remote First: Enjoy the flexibility of working from home with a supportive, fully remote-friendly culture.
- Competitive Compensation: Earn a salary between $55,000 and $75,000 based on experience.
- Growth Opportunities: Clear pathways for career advancement within the IT department.
We value technical expertise and a passion for helping others. If you are a problem solver who thrives in a dynamic environment, we want to hear from you.
Responsibilities
- Provide advanced technical troubleshooting and resolution for hardware, software, and network issues via remote access tools.
- Manage high-volume incoming support tickets through phone, email, and chat channels with a focus on first-contact resolution.
- Diagnose and resolve connectivity problems, printer malfunctions, and operating system errors.
- Document all technical interactions and resolutions in the ticketing system (e.g., Zendesk, ServiceNow) for audit and training purposes.
- Collaborate with senior engineers to escalate and resolve complex, multi-layered technical problems.
- Maintain up-to-date knowledge of current technology trends, security protocols, and product updates.
- Conduct basic user training to empower clients to solve minor issues independently.
Qualifications
- Minimum of 2 years of experience in IT support, help desk, or technical customer service.
- Strong proficiency with Windows 10/11 and macOS operating systems.
- Experience with remote access software (e.g., TeamViewer, AnyDesk, LogMeIn) is highly preferred.
- Excellent verbal and written communication skills; ability to explain complex concepts to non-technical users.
- Ability to work independently and manage time effectively in a remote work environment.
- High school diploma or equivalent; Associate’s degree in Information Technology or related field is a plus.