Technical Support Specialist

Irth Solutions

10d • $59,000 - $59,000 • Hybrid

About The Position

The Technical Support Specialist is the first point of contact for customers seeking technical assistance. The role provides prompt, efficient, and professional technical support while maintaining customer satisfaction. The specialist diagnoses hardware and software issues, assists with system configuration, guides users through troubleshooting, documents support activities, and escalates tickets as needed. The position supports system functionality, meets client Service Level Agreements (SLAs), and follows company policies and service standards. Some on-site training is required.

The role provides support through phone and email, prioritizes phone-based assistance, and aims to resolve issues at first contact. It includes managing Freshdesk tickets, documenting calls and resolutions, monitoring ticket progress, following up with users, and collaborating with internal teams to meet SLAs and service standards. The specialist also creates and maintains technical documentation, knowledge base articles, and user guides, and participates in on-site and ongoing technical training.

Work is typically performed in an office environment. The position requires working at a computer for approximately 90% of the shift and communicating by telephone for extended periods. Flexible hours, including evenings and weekends, may be required, along with participation in a rotating on-call schedule lasting approximately one week per rotation. The listed salary is USD $59,000 base salary; offers depend on factors including experience, skills, and location. This is a backfill position.

Requirements

• Minimum of 2–3 years of experience in technical support, IT support, help desk operations, or a related role.
• Demonstrated experience diagnosing, troubleshooting, and resolving issues involving hardware, software, operating systems, and network connectivity.
• Experience managing support tickets, documenting resolutions, and escalating issues according to established procedures.
• Experience supporting customers or end users in a service-oriented environment.
• Proficiency in troubleshooting and supporting Windows, macOS, and Linux operating systems.
• Strong understanding of networking concepts and protocols, hardware components, software applications, and network connectivity.
• Experience using remote support tools and help desk or ticketing platforms, such as Freshdesk.
• Ability to identify technical problems, determine root causes, and implement appropriate solutions.
• Knowledge of ticket management practices, incident documentation, escalation procedures, and SLAs.
• Strong problem-solving, analytical, and critical-thinking skills.
• Excellent verbal and written communication skills, including the ability to explain technical information clearly to nontechnical users.
• Ability to work independently and collaborate effectively with team members and other departments.
• Patience, professionalism, and a customer-focused approach when handling technical inquiries.
• Strong organizational skills and ability to manage multiple requests in a fast-paced environment and remain effective under pressure.
• Ability to sit at a desk and work at a computer for approximately 90% of the work shift and communicate by telephone for extended periods.
• Willingness to work flexible hours, including evenings and weekends, as business needs require, and participate in a rotating on-call schedule lasting approximately one week per rotation.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field, or equivalent education, technical certifications, or relevant professional experience may be considered.
• Maintain confidentiality, follow applicable security policies and procedures, and demonstrate commitment to continuous learning and professional development.

Nice To Haves

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field is preferred.
• Familiarity with scripting and automation tools and languages such as PowerShell, C++, Python, or Bash.

Responsibilities

• Provide professional, customer-focused support to internal and external customers and communicate clearly about their technical concerns.
• Respond to technical inquiries received through the phone queue and email, prioritizing phone support and aiming for first-contact resolution.
• Diagnose and troubleshoot hardware, software, operating-system, system-configuration, user-access, and network-connectivity issues.
• Guide users through troubleshooting and resolution procedures while respecting customer IT policies, contractual agreements, and engagement boundaries.
• Escalate unresolved or complex issues according to departmental procedures and communicate progress to users.
• Manage Freshdesk tickets, answer incoming support calls within three rings, and maintain complete ticket records, including troubleshooting steps, status updates, resolution details, and escalation notes.
• Monitor ticket progress and follow up with users to confirm issue resolution and system functionality.
• Collaborate with internal teams to meet SLAs, Statements of Work, and company service standards.
• Maintain accurate records of support requests, troubleshooting activities, and resolutions.
• Create, update, and maintain technical documentation, knowledge base articles, and user guides; document recurring issues and recommend improvements to troubleshooting procedures.
• Follow departmental procedures, customer IT policies, security policies, confidentiality requirements, and escalation protocols.
• Participate in required on-site training and ongoing technical training, and collaborate with colleagues and other departments to improve service delivery.

Benefits

• Medical insurance options
• Dental insurance options
• Vision insurance options
• 401(k) plan with company match
• Flexible PTO policy
• Company-paid holidays
• Life insurance
• Pet insurance
• Employee discounts and perks programs
• One-time work-from-home stipend
• Team events, including monthly company lunches, volunteer outings, and quarterly gatherings
• Complimentary snacks, beverages, and coffee at the Columbus, Ohio office for hybrid employees
• Competitive compensation with base salary commensurate with experience, plus uncapped commission / OTE

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level