Remote Support Tier 1 Specialist

Overview

We are looking for a dedicated and customer-focused Remote Support Tier 1 professional to join our IT support team. As a Remote Support Tier 1 Specialist, you will be the initial point of contact for our internal employees, delivering timely and efficient technical assistance.

In Short

• Provide first-level technical support to end-users via phone, email, or chat.
• Log and track all support requests in a helpdesk ticketing system.
• Install and update software applications and hardware peripherals.
• Troubleshoot network connectivity issues and assist with VPN access.
• Educate end-users on best practices and self-help procedures.
• Escalate complex issues to Tier 2 or Tier 3 support teams.
• Assist in maintaining and updating IT documentation and knowledge base articles.
• Collaborate with other IT support staff to identify recurring issues.
• Participate in on-call rotation and provide after-hours support when necessary.
• Maintain confidentiality and data security.

Requirements

• High school diploma or equivalent; relevant IT certification is a plus.
• Proven experience in a customer-facing technical support role.
• Strong understanding of common desktop operating systems (Windows, macOS).
• Basic knowledge of computer hardware components and printers.
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Skilled in logical reasoning and analytical thinking.
• Familiarity with basic mathematical concepts.
• Capable of solving moderately complex problems independently.

Benefits

• Opportunity to work in a mission-driven organization.
• Access to a national network of support and resources.
• Collaborative work environment with a focus on employee well-being.
• Professional development opportunities.
• Supportive team culture.