1,712 Technical Support jobs in the United States

Job Description

Division: Information Technology

Reports to: Chief Information Officer

Status: FT

Salary: $44,262.00

JOB DESCRIPTION:

Candidate would provide workstation support to end users in the city-wide environment. Candidate would provide technical assistance and training to end users by performing the following duties.

Problem Solving, LAN and WAN Knowledge, Help Desk Experience, Verbal Communication, Operating Systems, Phone Skills, Customer Service, Quality Focus, PC Proficiency, System Administration, UNIX System Administration, SharePoint support.

Essential Duties and Responsibilities include the following and other duties may be assigned as required:

• Provide client support and technical issue resolution via E-Mail, phone and other electronic medium.

• Configuration of client's equipment to connect to the Internet via Local and Wide Area Network technologies.

• Configure software to connect to Internet application servers.

• Provide training to clients in the use of system and applications as related to Internet.

• Obtain general understanding of Microsoft OS, Microsoft Server OS and application operations related to city offered services.

• Provide further assistance to the Chief Technology Officer.

QUALIFICATIONS:

The Ideal candidate will also possess the following skills:

• Able to work independently and efficiently to meet deadlines.

• Able to promptly answer support related email, phone calls and other electronic communications.

• Self-motivated, detail-oriented and organized.

• Experience with hardware and software issues.

• Proficient in Internet related applications such as Email clients, FTP clients and Web Browsers.

• Excellent communication (oral and written), interpersonal, organizational, and presentation skills.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Job Description

About us

At RavenPack, we are at the forefront of developing the next generation of generative AI tools for the finance industry and beyond. With 20 years of experience as a leading big data analytics provider for financial services, we empower our clients—including some of the world's most successful hedge funds, banks, and asset managers—to enhance returns, reduce risk, and increase efficiency by integrating public information into their models and workflows. Building on this expertise, we are launching a new suite of GenAI and SaaS services, designed specifically for financial professionals.

Join a Company that is Powering the Future of Finance with AI

RavenPack has been recognized as the Best Alternative Data Provider by WatersTechnology and has been included in this year’s Top 100 Next Unicorns by Viva Technology. RavenPack has launched Bigdata, our Gen-AI platform tailored for finance, which is already being recognized as the #1 platform for powering financial AI agents.


About the Role

We are seeking a highly motivated Customer Technical Support Specialist with hands-on experience in supporting data and AI-powered platforms. The ideal candidate will have a strong background in Python, SQL, Snowflake, and Jupyter notebooks, along with exposure to large language models (LLMs). You will act as a trusted technical partner for our customers, troubleshooting complex issues, guiding best practices, and collaborating with internal teams to deliver high-quality solutions.

• Provide tier 1/2 technical support for customers working with Python, SQL, Snowflake, and LLM-based solutions.
• Diagnose and resolve technical issues involving data pipelines, APIs, model integrations, and notebook environments .
• Collaborate closely with engineering, product, and data science teams to escalate and resolve complex issues.
• Write and maintain knowledge base articles, technical documentation, and troubleshooting guides .
• Assist customers in writing and optimizing Python scripts, SQL queries, and Jupyter workflows .
• Support deployment, integration, and troubleshooting of LLM and machine learning workflows .
• Provide actionable feedback to engineering and product teams on feature requests and recurring issues .

• Experience in technical support, solutions engineering, or a related customer-facing technical role.
• Strong proficiency with Python for scripting and troubleshooting.
• Hands-on experience with SQL (query design, debugging, performance optimization).Working knowledge of Snowflake (data modeling, query optimization, access control).
• Proficiency in Jupyter Notebooks for testing and analysis.
• Familiarity with LLMs (Large Language Models) and their integration in real-world workflows.
• Strong analytical and problem-solving skills with the ability to translate technical concepts for varied audiences.
• Excellent communication skills, both written and verbal.

• Experience supporting cloud platforms (AWS, Azure, or GCP).
• Understanding of APIs, REST/GraphQL, and integrating ML models into production systems.
• Background in data engineering or data science workflows .
• Exposure to DevOps practices or CI/CD pipelines .

• Work directly with cutting-edge technologies in AI and cloud data platforms .
• Collaborate with data scientists, ML engineers, and product teams .
• Contribute to shaping scalable and innovative support solutions without on-call requirements.

Growth Opportunity : Join a rapidly growing company with 180+ team members with offices in New York, Madrid, and Marbella, building AI that truly matters for business and finance.

International Culture : Be part of a diverse, global organization with a truly international culture.

Team of Superstars : Work alongside a talented team of professionals, including Silicon Valley executives and Wall Street veterans.

Work-Life Balance : Enjoy paid vacation, flexible time-off, and a flexible work policy.

Benefits : Access to healthcare insurance and a 401K plan.

Hybrid work arrangement

Equal Opportunity Employer : We value diversity and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About The Company
Visionary Communications LLC is a leading provider of high-quality broadband and telecommunications services dedicated to delivering reliable connectivity solutions across the Rocky Mountain region. With a strong commitment to innovation and customer satisfaction, the company has established itself as a trusted name in the industry. Visionary Communications prides itself on leveraging the latest technology and a customer-centric approach to meet the evolving needs of residential and business clients. The organization fosters a dynamic work environment that encourages professional growth, collaboration, and excellence, making it an ideal place for individuals seeking to build a rewarding career in telecommunications.

About The Role
We are seeking a dedicated and knowledgeable Technical Support Specialist for our Residential division. This full-time position involves providing exceptional technical assistance to our valued customers, ensuring their internet and network-related issues are resolved efficiently and effectively. The successful candidate will serve as the first point of contact for customer inquiries, troubleshooting connectivity problems, and offering tailored solutions to enhance the user experience. This role requires a proactive individual with excellent communication skills, technical aptitude, and a passion for helping others. As part of our dynamic team, you will play a critical role in maintaining our reputation for outstanding customer service and technical excellence.

Qualifications

• Proficiency with computers running Windows and Mac operating systems, along with familiarity with internet-based applications such as email clients and web browsers.
• Basic understanding of networking concepts and equipment, including routers, modems, and switches.
• Strong attention to detail and meticulous documentation skills to accurately record customer interactions and troubleshooting steps.
• Excellent customer service skills, with experience working with clients over the phone and in person.
• Patience, empathy, and a genuine willingness to learn and adapt to new technologies and processes.
• Ability to multitask effectively across multiple systems and platforms simultaneously.

Responsibilities
The Technical Support Specialist will be responsible for diagnosing and resolving a wide range of residential internet and network issues. Key responsibilities include:

• Providing timely and professional technical assistance to customers via phone, email, or remote support tools.
• Identifying and troubleshooting connectivity problems related to hardware, software, or network configurations.
• Guiding customers through step-by-step solutions to resolve technical issues effectively.
• Documenting all customer interactions, issues, and resolutions accurately in the company's database.
• Collaborating with other technical teams to escalate complex problems and ensure prompt resolution.
• Staying updated on new products, services, and industry best practices to deliver current and accurate support.
• Contributing to the continuous improvement of support processes and customer satisfaction initiatives.

Benefits
Visionary Communications LLC offers a comprehensive benefits package designed to support our employees' well-being and professional development. Benefits include competitive hourly wages, ranging from $19.23 to $20.50, along with health insurance options, paid time off, and opportunities for career advancement. We also provide ongoing training and development programs to enhance your technical skills and industry knowledge. Our supportive work environment promotes work-life balance and recognizes individual contributions, fostering a culture of growth and achievement.

Equal Opportunity

Visionary Communications LLC is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, marital status, parental status, pregnancy or maternity status, genetic information, sexual orientation, gender identity or expression, transgender status or reassignment, veteran's status, political affiliation, age, or disability. We are dedicated to ensuring equal employment opportunities and fostering a workplace where everyone feels valued and respected.

Technical Help Desk

12 month assignment

Hybrid with 2 to 3 days week in downtown Los Angeles

W2 only

Job Description
Assist Systems staff with day-to-day operations involving technical support, such as troubleshooting application and hardware issues; serving as a customer engagement expert through our Help Desk hotline; and, the deployment of computer equipment to Staff.

Working with Client staff, the Contractor will assist in providing technical support for the Department's hardware and operating systems; augmenting TSB staff during troubleshooting, deployment, and maintenance of computer, network, and communications hardware. The Contractor will assist TSB staff in supporting staff of all levels, including professional and technical staff, outside contractors, and the public. Additionally, the Contractor will work with staff to provide resources for testing, monitoring, and supporting applications.

When assigned to assist with the Help Desk hotline, the Contractor will provide responsive, technical support to internal and external customers through various means, including telephone, email, text, and chat communication.

This position is hybrid. Required work shall be performed in person or remotely, and the selected Contractor may be assigned to any of the Department's offices throughout the City.

Contractor shall meet the following key high-level work products and outcomes:

• Function as a subject matter expert on desktops, laptops, applications, and systems integration.
• Provide customer service via the TSB Systems Help Desk to City staff of all levels and public customers.
• Install and replace basic computer hardware components.
• Maintain inventory of all assets and perform updates to the asset management database.
• Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance in the Microsoft Active Directory.
• Load, unpack, install, configure, and maintain desktop and laptop hardware, including proprietary office and Internet related applications.
• Work directly with the Technology Infrastructure team to evaluate hardware configuration and assist in their installation and modification.

Requirements
The qualified candidate must possess the following skills and experience:

• 4+ years of full-time working experience with Microsoft Windows 10, Microsoft Office Suite 2019 suite or above, and Apple iOS
• Strength to perform average lifting of less than 5 pounds and occasionally over 15 pounds; good speaking and hearing ability; good eyesight
• 4+ years experience in the installation and support of hardware components associated with Enterprise and personal computer systems
• Helpdesk experience (4+ years)
• Good oral and written communication skills
• Knowledge of Active Directory
• Ability to create and update technical documentation
• Ability to train staff as needed
• Must have a valid California driver's license
• Must have own vehicle to drive to field offices

Contact Paul

Responsibilities
Sabre Systems is seeking a
Senior Customer Technical Support Specialist (Help Desk)
to join our team in support of the
Naval Surface Warfare Center Dahlgren Division (NSWCDD)
in Dahlgren, VA. This role plays a critical part in NSWCDD's strategic initiative to modernize, optimize, and simplify its IT infrastructure while advancing IT Service Management (ITSM) practices to deliver measurable, mission-focused outcomes.

This initiative not only includes the continued operation and maintenance of the existing IT environment but also emphasizes digital transformation, information management, infrastructure engineering, and the implementation of modern development, deployment, and automation technologies. The selected candidate will be essential to enhancing IT service delivery and ensuring efficient, customer-focused support in a dynamic and evolving environment.

Responsibilities Include But Are Not Limited To

• Responding to user inquiries in person, over the phone, or electronically
• Providing technical assistance for hardware, software, operating systems, and email-related issues
• Troubleshooting and resolving user-reported problems or escalating as needed
• Documenting incidents and resolutions in help desk systems such as ServiceNow
• Ensuring timely resolution of tickets and maintaining high levels of customer satisfaction
• Delivering consistent, professional customer support to all end-users

Qualifications
Qualifications

• Bachelor's degree in a business-related field from an accredited college or university
• Minimum of six (6) years of professional experience supporting Industry, Federal, or DoD help desk operations
• Experience with help desk tools, such as ServiceNow
• Familiarity with Navy and DoD IT systems and environments
• Advanced proficiency in Cybersecurity Workforce (CWF) Technical Support functions
• Strong technical troubleshooting skills and the ability to resolve complex IT issues
• Excellent communication and customer service skills
• Must be a U.S. Citizen with an active DoD Secret clearance or higher
• Must be available to work onsite in Dahlgren, VA daily
• This position is contingent upon contract award and/or customer approval.

Compensation
Senior Level At Sabre Systems, LLC, compensation is based on factors such as location, qualifications, experience, and contract-specific requirements. The general salary range for this position is $70,000-$200,000; however, final compensation will be determined by individual qualifications and applicable contract terms.

Sabre Overview
Sabre Systems, LLC, has been providing innovative technological solutions and services for Department of Defense, Federal Civilian, and commercial customers for more than 35 years. We support the ever-evolving areas of advanced communication technologies, cyber, systems and software engineering, and digital transformation.

With over three decades in business, Sabre Systems, LLC remains committed to our small business values and a people-first philosophy. We foster a welcoming, inclusive culture that values diverse perspectives and encourages open communication. Our collaborative environment supports continuous learning and professional growth at all levels. We prioritize the health, well-being, and success of our employees, offering comprehensive, evolving benefits designed to meet their diverse needs. Join us and be part of a thriving, people-driven culture.

We respect the unique perspectives that a diverse workforce of minorities, women, individuals with disabilities, and protected veterans brings not only to our company, but also to our customers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability or genetic information.
EEO Minorities/Females/Disability/Veterans; VEVRAA Federal Contractor
Beware of employment scams
—Sabre Systems will never request

Company:
Supersonic Inc.

Location:
Commerce, CA

Job Type:
Full-time - Monday - Friday - 9:00AM - 5:00PM

Start Date:
 Immediate hire (within 2 weeks)

About Supersonic Inc.

For 45+ years, Supersonic Inc. has designed and distributed performance-driven consumer electronics, accessories, and small appliances that deliver outstanding value. Our lineup spans Audio, Video, Computer/Tablets, Smart home devices, Personal Care, Security, Health & Fitness, and kitchen appliances. Learn more at 

The Role

You'll be the first point of contact for customers and retail partners who need help with Supersonic products. Your mission: deliver an outstanding experience by diagnosing issues quickly, resolving them clearly, and escalating when necessary. You'll keep tickets and knowledge docs tidy, and feed product insights back to our teams.

What You'll Do

• Serve as the 
  front line for support
   via phone, email, and ticketing system.
• Troubleshoot hardware & software
   issues for TVs, tablets, Bluetooth speakers, robot vacuums, smart watches, security cameras, air fryers, and more.
• Guide customers through 
  setup, installation, connectivity, and pairing
   (e.g., Wi-Fi/Bluetooth, HDMI, OTA/firmware updates, app sign-in).
• Aim for 
  one-call resolution
  ; escalate complex cases with clear notes, logs, and repro steps.
• Document everything
  : diagnostics and resolutions in the CRM; keep tickets current and knowledge base articles up to date.
• Collect, organize, and surface feedback
   on recurring technical issues; collaborate with Product and Engineering for fixes and improvements.
• Perform 
  hands-on product testing
   to replicate issues and validate solutions.
• Provide 
  courteous, professional service
   that turns tough moments into positive experiences.

What You'll Bring

• Strong problem-solving and communication
   skills; ability to explain tech clearly to non-technical users.
• 1–3+ years in technical support, help desk, or customer service for 
  consumer electronics, smart home, or small appliances
   (preferred).
• Experience with 
  ticketing
• Working knowledge of home networking basics
  GHz vs 5 GHz, SSIDs, WPA2, DHCP), 
  Bluetooth pairing
  , and 
  HDMI/AV
   troubleshooting.
• Familiarity with 
  Android/Google TV or similar OS
  , mobile companion apps, and firmware/OTA updates.
• Detail-oriented
   with excellent documentation habits; comfortable juggling multiple cases.
• Customer-first mindset
   with patience and professionalism under pressure.
• Bilingual (English/Spanish)
   a plus.

Nice to Have

• Basic RMA/returns triage
• Light hardware skills (cables, adapters, resets, factory restores).
• Prior retail partner support experience (distributors, marketplaces).

Why Join Us?

• Join a company with 45+ years of steady growth and industry leadership.
• Competitive salary and benefits package
• Work in a casual, friendly, and professional environment.
• Weekly catered meals
• Opportunity for career development and training.
• Be part of a team that values dedication, communication, and continuous improvement.
• Convenient location in Commerce, CA, with easy access to transportation.

Equal Employment Opportunity

• Supersonic Inc. is an equal opportunity employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

The Company
Sungrow Power Supply Co., Ltd. ("Sungrow") is a global leading PV inverter and ESS provider with 515 GW of power electronic converters installed worldwide as of  December 2023. Founded in 1997 by University Professor Cao Renxian, Sungrow leaders in the research and development of solar inverters with the largest dedicated R&D team in the industry and a broad product portfolio offering PV inverter solutions and ESS for utility-scale, commercial & industrial, and residential applications, as well as internationally recognized floating PV plant solutions, NEV driving solutions, EV charging solutions, and renewable hydrogen production systems. With a strong 27-year track record in the PV space, Sungrow products power in 170 countries and regions worldwide. For more information about Sungrow, visit: .

The Position
The Technical Support / RMA Specialist position is a Houston based position that it plays an important role with this rapid growing company. This is a very dynamic and fast-track position reporting to the Service Manager. The position will be the key member of service team. This position will also be the initial point of the contact person for customers and partners with commercial, industrial and utility-scale solar and battery plants.

Essential Duties And Responsibilities

• Answering customer calls and provide technical and customer support.
• Communicate with customers on the phone and by email to provide a quick resolution of the issues with the goal of "One call resolution".
• Using exceptional listening skills and customer service aptitude in all written and verbal interactions with customers
• Create cases in CRM system and take ownership of cases and communicating professionally with customers via the customer portal, email, and phone at least daily until case is closed or escalated
• Document work continuously throughout the day and provide detailed ticket updates
• Escalating Ticket to Service Manager or project manager providing the background information in order to get a solution quickly.
• Handles customer questions, complaints or technical support enquiries with the highest degree of courtesy along with professionalism
• Create and approved RMA.
• Coordinate the shipping of the units or replacements parts in a timely manner with logistics partners or internally.
• Track RMAs and spare parts in the system to achieve 24 to 48hrs to the field.
• Help creating internal procedures on repairs on the inverters.
• Create first level failure report for the customer for RMA
• Maintain failure rates report in the system based on RMAs information
• Help Scheduling shipments and third parties to the field when is needed.
• A wide variety of other special tasks and projects as assigned

Minimum Requirements

• 5-6 plus years of overall experience in field Service
• Must possess the ability to work with test equipment and hand tools as required
• Must possess customer service, problem-solving skills, and possess decision making and analytical skills
• Must possess effective written and verbal communication skills
• Must be proficient in Microsoft Office Suite (Word, Excel, power Point and Outlook)

Education Or Desired License And Certificates

• Bachelor's degree or Technical degree with equivalent experience
• Solar industry experiences are required

Competencies

• Technical problem solving/analytical skills
• Self-starter, strong initiatives and an excellent communicator
• System and product level mindset
• Organization, detailed-oriented nature and strong initiative
• Strong technical support focus and a service oriented individual

Work Location and Status:

• Contract-to-Hire, Remote. USA
• No visa sponsorship

Compensation

• Compensation commensurate with experience
• Competitive benefits package and employee programs
• Strong personal and company growth opportunities

For candidates in the states of California, Colorado, New York and Washington, the anticipated annual base salary for this role is between $50,000 - $84,000 This range does not include any other compensation components or other benefits that an individual may be eligible for. The base salary offered is dependent upon several factors, including but not limited to job-related skills, qualifications, experience, education, location, or other factors related to the role.

Sungrow is an equal opportunity employer. Due to strong interests in this position, Sungrow will only reach out to those candidates who best meet the requirements. Thank you for your interest in Sungrow
.

Ready to join a dynamic company in the hospitality and service industry where people help drive the success of the business? Since its inception in 1957, Invited has operated with the central purpose of building relationships and enriching the lives of our members, guests, and more than 17,000 employees. We are the largest owner and operator of private clubs nationwide, with 130+ country clubs, city clubs, and athletic clubs. Our Clubs offer first-class amenities, including championship golf courses, modern workspaces, handcrafted cuisine, resort-style pools, state-of-the-art racquet facilities, fitness centers, and much more. Come be a part of this incredible and inclusive team at Invited

Position Summary

The Technical Support Analyst provides advanced technical support for end-user computing environments, including hardware, software, and networking systems. This role requires a high degree of independent judgment and discretion in diagnosing and resolving complex technical issues, particularly those impacting executive-level stakeholders. The specialist will work closely with leadership to support seamless technology experiences and ensure smooth day-to-day operations.

Key Responsibilities

User & Executive Support

• Executive-level technology partner: Deliver white-glove technical support to C-Suite executives and senior leadership, anticipating needs and proactively preventing disruptions to business operations.
• Strategic end-user support: Manage technical support requests via help desk tickets, phone calls, chat, and in-person interactions, ensuring efficient issue resolution and an exceptional user experience.
• Professional stakeholder communication: Provide clear, concise, and timely updates to end-users and executives, tailoring technical information for both non-technical and highly technical audiences.
• Team Leadership and Oversight: Provide strategic leadership and operational oversight for a team of up to eight offshore contractors and/or internal staff, ensuring the effective delivery of desktop support and help desk services.

Technical Troubleshooting & System Management

• Lead advanced problem resolution: Exercise independent judgment to analyze, diagnose, and resolve escalated hardware, software, and networking issues, including high-impact incidents affecting business continuity.
• Network and connectivity optimization: Manage complex network troubleshooting, including DNS configurations, VPN access, and protocol-based connectivity, ensuring system stability and security.
• System configuration & lifecycle management: Oversee the installation, configuration, and optimization of hardware, operating systems, and enterprise applications, ensuring scalability and performance.
• Technology upgrades & testing: Participate in planning, testing, and deploying system upgrades, security patches, and emerging technologies to improve infrastructure reliability and efficiency.

Process & Workflow Optimization

• ServiceNow-driven workflow management: Leverage ServiceNow (or equivalent platforms) for issue tracking, workflow automation, escalations, and analytics to improve service delivery and operational transparency.

Collaboration, Documentation & Knowledge Sharing

• Cross-functional partnerships: Collaborate with IT leadership, security teams, and infrastructure engineers to ensure seamless system integration, effective risk mitigation, and enterprise-wide technology alignment.
• Knowledge management & mentoring: Maintain accurate system documentation, contribute to internal knowledge base resources, and mentor junior support staff to elevate team performance and technical expertise.

Required Skills and Qualifications

• Proficiency with Windows and macOS operating systems, device management tools, and enterprise software suites.
• Strong analytical problem-solving skills with the ability to identify and resolve high-impact issues independently.
• Experience managing ticket workflows and escalations in platforms like ServiceNow or similar systems.
• Deep understanding of computer networking principles and troubleshooting techniques, including DNS, DHCP, and VPNs.
• Exceptional interpersonal and communication skills, with proven ability to interact effectively with all organizational levels, including C-Suite executives .
• Demonstrated ability to exercise discretion in technical decision-making and handle sensitive information securely.

Preferred Skills

• CompTIA A+ or similar certification
• ITIL Foundation Certification
• Experience supporting executive leadership or managing VIP-level escalations

Education and Experience

• Bachelor's degree in Information Technology , Computer Science , or a related field, or equivalent hands-on experience .
• 3+ years of experience in IT support, systems administration, or advanced technical troubleshooting roles.

Work Conditions

• Full-time, salaried position.
• May require occasional after-hours support or on-call availability.
• This role is on-site but may require travel to local Dallas area clubs.

What We Offer:

We believe in taking care of our team, and our Total Rewards package reflects that commitment. Your actual base pay will be determined by your skills, experience, education, location, and—if you're in a non-exempt role—hours worked.

While not all roles at Invited are full-time, those full-time team members have access to a comprehensive benefits package that includes:

Want to learn more? Visit for full details.

• Medical, dental, and vision coverage
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement savings plan
• Generous paid time off and leave programs ( time off as required by applicable law is also provided for part time team members )

Have more questions? Check out our Invited Jobs website for more details about ClubLife, the Employee Experience, Company Benefits, and Our Culture. Be a part of our Social Networks: LinkedIn Instagram Twitter Facebook

Invited is an Equal Employment Opportunity Employer

The job posting outlines the general requirements for this position and is not a comprehensive list of duties, responsibilities, or requirements. Additional duties not mentioned here may be assigned as needed to ensure the smooth operation of the Club.

Job Title: Technical Support Specialist

Location: Alpharetta GA 30005

Duration: 12 Months

Pay rate: $21/hr. on W2

Executive Summary:

The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.

Key Responsibilities:

Customer Support:

• Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.

• Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.

• Resolve issues or escalate appropriately while managing customer expectations.

• Maintain composure and professionalism in high-pressure and difficult situations.

• Deliver a consistent and positive customer experience across all interactions.

Communication & Documentation:

• Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.

• Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.

• Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.

• Communicate ticket status, next steps, and resolutions to users promptly.

Technical Troubleshooting & Resolution:

• Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.

• Perform incident assessment, triage, research, training/education, resolution, and recovery.

• Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.

• Install, modify, clean, or repair hardware and software as required.

• Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.

Collaboration & Culture

• Collaborate with team members to ensure service excellence and share knowledge.

• Be a culture carrier by demonstrating a positive, team-oriented attitude.

• Adhere to company policies and procedures, contributing to a safe and professional work environment.

Additional Expectations:

• Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.

• Continuously seek opportunities for self-improvement and operational efficiency.

Qualifications:

• High school diploma or GED required.

• Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.

• Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.

• Excellent customer service and communication skills (written and verbal).

• Strong problem-solving and critical-thinking abilities.

• Self-motivated with the ability to work independently and prioritize tasks under pressure.

• Technical aptitude with the ability to learn and support a broad range of IT systems and applications.

• Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.