IT Internal Tech Support Specialist

About the Role

We are seeking an experienced IT Internal Tech Support professional to join our team. This is a remote position where you will be responsible for providing exceptional customer service while resolving internal employees' IT issues. You will work in a demanding, fast-paced environment and must have the ability to de-escalate upset employees with PC issues.

Job Title

IT Internal Tech Support Specialist

Responsibilities

• Work with password reset, software application access, platform access, software installation, and updates.
• Assist with different levels of internal employee PC/windows/Mac/laptops.
• Utilize strong computer skills to work with multiple windows open or multitask.
• Troubleshoot and resolve hardware or software issues.
• Provide exceptional customer service while resolving internal employees' IT issues.
• Support a demanding, fast-paced, time-sensitive environment.
• De-escalate upset internal employees with PC issues.
• Provide phone-based support and remote IT support.
• Utilize Teams, Skype, MS Office tools, Team Viewer, Remote Access, VPN, and Citrix environment.
• Address cybersecurity attacks and quickly reduce threats.
• Solve working from home internet and VPN connectivity issues.
• Demonstrate superior written and verbal communication skills as a problem solver.
• Work from home 100% of the time.
• Work early shifts between 4 AM - 6 PM MST.
• Have a separate quiet room for work.
• Maintain a strong and stable internet connection.

Required Skills

• 4+ years of experience in IT Internal Tech support.
• Experience with password reset, software application access, platform access, software installation, and updates.
• Ability to work with different levels of internal employee PC/windows/Mac/laptops.
• Strong computer skills - ability to work with 10 windows open or multitask.
• Excellent troubleshooting skills to resolve hardware or software issues.
• Excellent customer service skills and delivering exceptional service while successfully resolving internal employees' IT issues.
• Experience in phone-based support vs. being on-site.
• Experience in remote into user PC for IT support.
• Experience with Teams, Skype, MS Office tools, Team Viewer, Remote Access, VPN, and Citrix environment.
• Familiarity with cybersecurity attacks and how to quickly reduce threats and successfully re-establish working processes on PC for employees.
• Solve working from home internet, VPN connectivity issues yourself.
• Superior communication skills both written and verbal.
• Should be a problem solver.

Desirable Skills

• Certification in IT support or related field.
• Experience with additional remote support tools.
• Knowledge of IT security best practices.

Education Qualification

Bachelor's degree in Computer Science, Information Technology, or related field preferred.

Key skills/competency

• IT Support
• Help Desk
• Remote Support
• Troubleshooting
• Customer Service
• Cybersecurity
• Windows
• Mac
• VPN
• Citrix