IT Helpdesk Remote Support - Support Specialist I

Liberty University

1d•$21 - $26•Remote

About The Position

The Remote Support Specialist I provides technical support and customer service so end users can complete business and education tasks. The specialist receives, prioritizes, documents, and resolves computer-related help requests through phone and chat queues. Resolution may involve diagnostic and help-request tracking tools, remote troubleshooting, or software installation. The specialist coordinates with other IT departments to ensure reported issues are addressed. This is a 40-hour-per-week remote position requiring a designated home workspace and reliable high-speed home internet. Weekend and evening shifts are included; the schedule is determined by staffing needs. The listed office hours are 8 AM–9 PM Monday through Friday, 10 AM–6 PM Saturday, and 1 PM–9 PM Sunday. The role requires maintaining assigned call and support metrics, escalating issues when higher-level technical or customer-service skills are needed, documenting work and customer interactions in the help-request system, and obtaining position-specific certifications as required. Employees are expected to follow Liberty University policies and contribute as team members in support of the University's Christian model and mission.

Requirements

Two-year college degree with a concentration in Computer Science or a related discipline, or equivalent work experience.
At least one year of experience in computer troubleshooting or a similar technical field.
A designated home workspace free of distractions.
Reliable high-speed home Internet connection with at least 10 Mbps download and 5 Mbps upload.
Familiarity with computer hardware, software, operations, and common problems.
Ability to learn new technologies and concepts quickly.
Strong customer service, interpersonal, and communication skills.
Ability to communicate effectively verbally and in writing, including explaining technical issues in layman's terms.
Ability to understand, speak, and write English professionally.
Strong organizational skills and excellent computer skills.
Ability to reason, analyze information and events, and apply judgment to solve routine and complex problems.
Ability to sit for deskwork or keyboard use, hear and speak to communicate orally, and regularly lift 10 pounds or less.

Nice To Haves

Previous education or professional certifications may be considered in lieu of work experience.
Ability to obtain certifications such as CompTIA IT Fundamentals, CompTIA A+, and other technical certifications as required.

Responsibilities

Maintain call and support metrics at the required level for the assigned area.
Escalate tasks that require a higher level of technical ability or customer-service skills.
Use the help-request system to document work and customer interactions.
Receive, prioritize, document, and resolve end-user computer-related help requests through phone and chat queues.
Use diagnostic and help-request tracking tools, remote troubleshooting, and software installation to resolve issues as needed.
Coordinate with other IT departments to ensure reported issues are being resolved.
Obtain position-specific certifications as required.
Adhere to Liberty University policies and represent the University in an exemplary manner.
Work effectively as a team member in support of Liberty University's model and mission.