Remote Tech Support Expert

Job Opportunity

We are seeking a skilled Desktop Support Specialist to join our team. As a Desktop Support Specialist, you will be responsible for providing technical assistance and support to end-users experiencing issues with their desktop systems, software, and related technologies.

This role involves troubleshooting, diagnosing, and resolving technical problems remotely, ensuring minimal downtime and optimal performance for users. The specialist will also assist in the setup, configuration, and maintenance of desktop systems and software, as well as provide guidance and training to users as needed.

Key Responsibilities:

• Technical Support:
  • Provide remote technical support to end-users for desktop hardware, software, and network-related issues.
  • Diagnose and troubleshoot technical problems, including but not limited to operating system errors, software malfunctions, and hardware failures.
  • Resolve issues related to email, internet connectivity, and other desktop applications.
• System Configuration and Maintenance:
  • Assist in the setup, configuration, and maintenance of desktop systems, including operating systems, software applications, and peripheral devices.
  • Perform remote installations, upgrades, and patches to ensure systems are up-to-date and secure.
  • Monitor system performance and implement solutions to optimize functionality.
• User Assistance and Training:
  • Guide users through step-by-step solutions, either over the phone, via email, or through remote desktop software.
  • Provide training and support to users on new software, hardware, and IT policies.
  • Create and maintain user documentation and FAQs to assist with common issues.
• Incident Management:
  • Log and track support requests using a ticketing system, ensuring timely resolution and follow-up.
  • Escalate complex issues to higher-level support teams or vendors as necessary.
  • Maintain detailed records of issues, resolutions, and user interactions.
• Security and Compliance:
  • Ensure all desktop systems comply with company security policies and standards.
  • Implement and enforce data security measures, including antivirus software and firewalls.
  • Assist in the management of user accounts, permissions, and access controls.

Required Skills and Qualifications:

• Education:
  • Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• Experience:
  • Proven experience in a desktop support or technical support role, preferably in a remote capacity.
  • Familiarity with remote desktop tools and support software (e.g., TeamViewer, Remote Desktop Connection).
• Technical Skills:
  • Proficient in Windows and macOS operating systems.
  • Strong knowledge of Microsoft Office Suite and other common desktop applications.
  • Understanding of networking concepts, including TCP/IP, DNS, and DHCP.
  • Experience with Active Directory and user account management.
  • Basic knowledge of hardware components and troubleshooting techniques.
• Soft Skills:
  • Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
  • Strong problem-solving and analytical abilities.
  • Ability to work independently and manage time effectively in a remote work environment.
  • Customer-focused with a commitment to providing high-quality support.

Work Environment:

This role may require working in 24/7 shifts, including evenings, weekends, and holidays.