Job Title: Technical Support Specialist
Location: Austin TX ( fully remote)
Job Type: 12+ months contract
Visa: USC or GC
Job Description:
We are seeking an experienced Technical Support Specialist to join our dynamic team. The ideal candidate will have a strong background in troubleshooting, resolving technical issues, and providing excellent customer service. As a Helpdesk Technician, you will be responsible for assisting end-users with technical issues related to hardware, software, and network systems. You will be required to manage and resolve issues using a ticketing system and support a variety of office technologies, including MS Office applications.
Key Responsibilities:
- Provide Technical Support:
- Respond to IT-related issues via phone, email, or in-person and resolve problems in a timely manner.
- Assist users with troubleshooting hardware and software issues.
- Diagnose and resolve issues related to operating systems, office applications (including MS Office), printers, network connectivity, and other office technologies.
- Ticket Management:
- Log, track, and manage support requests through the ticketing system (e.g., ServiceNow, Zendesk, Freshdesk, etc.).
- Prioritize and escalate tickets as necessary, ensuring the resolution of high-priority issues in accordance with established Service Level Agreements (SLAs).
- Update and close tickets once issues are resolved and ensure proper documentation is provided.
- User Support and Training:
- Provide on-site and remote support to end-users, ensuring they are able to use IT systems effectively.
- Offer guidance and training on MS Office applications (Word, Excel, Outlook, PowerPoint, etc.), file management, and other internal systems.
- Communicate technical information in a clear and concise manner to non-technical staff.
- System Maintenance and Troubleshooting:
- Maintain and troubleshoot desktop and laptop computers, printers, and other hardware.
- Perform software installations, updates, and patches, ensuring systems are up to date and secure.
- Help with managing and troubleshooting network-related issues (e.g., Wi-Fi, VPN access).
- Collaboration and Documentation:
- Collaborate with the IT team to improve processes and resolve recurring technical issues.
- Document troubleshooting steps, solutions, and common fixes for future reference.
- Maintain a knowledge base for frequently asked questions and known issues.
- Inventory Management:
- Assist in maintaining inventory of hardware, software, and other IT assets.
- Help with equipment setups, replacements, and return of defective items.
Required Skills and Qualifications:
- Technical Knowledge:
- Strong experience with IT support and troubleshooting techniques.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, etc.).
- Familiarity with common operating systems (Windows, Mac OS, etc.) and their configurations.
- Experience working with ticketing systems (ServiceNow, Zendesk, Freshdesk, etc.).
- Soft Skills:
- Excellent communication skills and ability to explain technical issues to non-technical users.
- Strong customer service and interpersonal skills.
- Ability to prioritize and handle multiple tasks in a fast-paced environment.
- Strong problem-solving skills and attention to detail.
Preferred Qualifications:
- Experience with basic networking concepts (TCP/IP, VPN, etc.).
- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP) are a plus.
- Knowledge of Active Directory, Office 365, and cloud-based applications.
Work Environment:
- Ability to work in a fast-paced, dynamic environment.
- Some on-call or after-hours support may be required.
Job Type: Contract
Pay: $14.00 - $16.00 per hour
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
