Roles and Responsibilities

• Provide remote technical support to end-users in a decentralized environment.
• Troubleshoot and resolve hardware, software, and network issues for a large user base.
• Communicate technical information clearly and effectively to non-technical users.
• Install, configure, and maintain endpoint hardware (e.g., computers, printers, peripherals) and software products.
• Identify and escalate complex issues as needed, following established escalation procedures.
• Maintain detailed documentation of support issues, solutions, and procedures for future reference.
• Collaborate with team members to improve IT support processes and user satisfaction.
• Monitor and manage service desk ticket queues to ensure timely responses and resolution.
• Assist with IT onboarding and offboarding processes, including user account management.
• Stay current with technology trends and best practices to maintain a high level of technical expertise.

Required Qualifications

• High School Diploma or G.E.D.
• Demonstrated experience 3+ years in remote IT support within a large, decentralized user environment of 1000+ users.
• Strong ability to communicate complex technical concepts to non-technical users effectively.
• Proficiency in supporting and troubleshooting modern IT endpoint hardware technologies (e.g., laptops, desktops, mobile devices).
• Familiarity with a range of software products and operating systems (e.g., Windows, macOS, Office 365, etc.).
• Excellent problem-solving and multitasking skills.

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