Technical Support Specialist (Remote)

Employment Type

Full-Time

Work Schedule

• 40 hours per week
• Flexible scheduling within core business hours
• Occasional overtime may be required based on project needs

Location

Remote (United States)

Applicants must be legally authorized to work in the United States. Visa sponsorship is not available for this position.

Role Summary

Hirnetic connects exceptional talent with organizations seeking dependable IT professionals who deliver outstanding technical support and customer service. We are seeking a knowledgeable and customer-focused Technical Support Specialist to diagnose, troubleshoot, and resolve hardware, software, network, and application-related issues while ensuring a seamless support experience for users across remote environments.

Key Responsibilities

• Provide first-level and second-level technical support via phone, email, live chat, and ticketing systems.
• Troubleshoot hardware, software, operating system, and network connectivity issues.
• Diagnose and resolve technical problems while delivering excellent customer service.
• Install, configure, and maintain software applications and system updates.
• Document support requests, troubleshooting steps, and resolutions within ticketing systems.
• Escalate complex technical issues to senior support engineers or specialized teams when necessary.
• Assist users with password resets, account management, and access permissions.
• Configure and support laptops, desktops, mobile devices, printers, and peripherals.
• Guide users through step-by-step troubleshooting and technical solutions.
• Monitor system performance and report recurring issues to management.
• Develop and maintain knowledge base articles and technical documentation.
• Participate in software testing and product feedback initiatives.
• Ensure compliance with cybersecurity policies and IT best practices.
• Stay current with emerging technologies and support methodologies.
• Contribute to process improvements that enhance service quality and efficiency.

Required Qualifications

Experience in technical support, IT help desk, desktop support, systems support, customer support, information technology, or other technical support roles is highly valued.

• Strong understanding of Windows, macOS, and common business software.
• Experience troubleshooting hardware, software, networking, and cloud-based applications.
• Knowledge of Microsoft 365 and Google Workspace administration.
• Familiarity with Active Directory, Microsoft Entra ID, VPNs, and remote desktop tools.
• Excellent troubleshooting and analytical skills.
• Strong written and verbal communication abilities.
• Ability to prioritize multiple support requests while maintaining service quality.
• Ability to work independently in a remote environment.
• Reliable high-speed internet connection and dedicated home office.

Preferred Qualifications

• Experience supporting SaaS applications.
• Knowledge of Microsoft Azure or AWS cloud platforms.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN).
• IT certifications such as CompTIA A+, Network+, Security+, or ITIL Foundation.
• Strong customer service and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Experience creating technical documentation and knowledge base articles.
• Strong time management and organizational skills.
• Adaptability in a fast-paced technology environment.
• Commitment to continuous learning and professional development.

Required Tools & Technologies

Experience with one or more of the following is preferred:

Operating Systems & Productivity

• Microsoft 365
• Google Workspace
• Windows 11
• macOS

IT Support & Ticketing

• Active Directory / Microsoft Entra ID
• Jira Service Management
• Zendesk
• Freshservice
• ServiceNow

Remote Support

• TeamViewer
• AnyDesk
• Remote Desktop Protocol (RDP)
• VPN Software

Collaboration & Communication

• Slack
• Microsoft Teams
• Zoom
• Cisco Webex

Technical Tools

• PowerShell (basic knowledge)

Work Environment

This is a fully remote position available to candidates residing within the United States. Technical Support Specialists collaborate with users and IT teams through virtual communication platforms while providing remote troubleshooting and issue resolution. Candidates should maintain a distraction-free home office, reliable high-speed internet connection, and flexibility to support users during assigned shifts, including occasional evenings or weekends when required.

Pay Range & Compensation

Compensation varies by employer, experience, project scope, industry, and location. Salary details will be provided during the hiring process.

Additional compensation may include performance bonuses, shift differentials, overtime opportunities, annual salary reviews, and opportunities for professional development and IT certifications.

Alternative Salary Range

Annual Salary: $55,000 – $85,000 USD

Hourly Equivalent: Approximately $26 – $41 USD per hour, depending on experience, technical expertise, certifications, shift requirements, and employer requirements.

Benefits & Perks

Benefits vary by employer and assignment. Eligible candidates may receive competitive compensation, health benefits, retirement plans, paid time off, flexible schedules, professional development opportunities, home office support, and performance-based incentives.

Equal Opportunity Employer

Hirnetic is committed to fostering a diverse and inclusive workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Ready to help users solve technical challenges and deliver exceptional IT support? Apply today and join Hirnetic’s growing network of technical support professionals working with leading organizations across the United States.

Hiring Process

• Submit Application
• Initial Application Review
• Technical Support Skills Assessment
• Virtual Interview
• Client Matching (if applicable)
• Employment Offer