Customer Support Technician – IT Help Desk, Infrastructure Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Address customer inquiries and deliver technical support for computer hardware, software, printers, networks, telecommunications systems, and associated IT systems

• Identify and troubleshoot technical issues, offering solutions, workarounds, and resolutions

• Evaluate, prioritize, and respond to internal requests and IT work orders related to personal computers and associated systems

• Oversee networked servers, storage systems, and other infrastructure devices, confirm configurations, and provide initial technical triage

• Coordinate SRT calls to accelerate service recovery and restoration

• Elevate unresolved or intricate technical challenges to higher-level support teams as necessary

• Compile and maintain help desk incident reports and technical support documentation

• Assist with the evaluation of hardware and software

• Support web-enabled solutions hosted by the company

• Create and sustain technical documentation, knowledge base articles, and training materials to facilitate customer self-service

• Recognize opportunities to implement artificial intelligence (AI) in technical support processes for continuous improvement and innovation

⛳️ Requirements

• U.S. Citizenship is mandated by Federal Law

• Associate degree or equivalent relevant experience

• At least 1 year of pertinent technical support, customer support, help desk, or IT support experience

• Proficient in diagnosing and troubleshooting issues related to computer hardware, software, printers, networks, and telecommunications

• Capable of monitoring and verifying the configuration of networked servers, storage systems, and other IT infrastructure devices while providing first-level triage

• Skilled in coordinating SRT calls to aid in expedited service recovery and restoration

• Successfully pass a pre-employment drug screening

• Complete a background investigation, which may encompass education, criminal, and work history verifications

🏝️ Benefits

• Medical and supplemental insurance

• 401(k) plan