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IT Support Specialist

Skyline Company LLC
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We are seeking a skilled and customer-focused IT Support Specialist to provide technical assistance to employees and/or customers in a remote environment. The ideal candidate will troubleshoot hardware, software, and network issues, ensure system functionality, and deliver timely technical support through chat, email, phone, or ticketing systems.

Key Responsibilities

  • Provide first-level technical support for hardware, software, and network-related issues
  • Respond to support tickets, emails, and chat requests in a timely and professional manner
  • Troubleshoot issues related to operating systems (Windows, macOS), applications, and connectivity
  • Assist with account access issues, password resets, and system permissions
  • Install, configure, and update software and applications as needed
  • Escalate complex technical issues to higher-level support or engineering teams
  • Document troubleshooting steps and resolutions in the ticketing system
  • Assist with onboarding and setup of new user accounts, devices, and software
  • Monitor system performance and report recurring issues or outages
  • Follow IT security protocols and ensure data protection compliance

Required Skills

  • Strong problem-solving and analytical thinking skills
  • Good understanding of computer systems, networks, and basic IT infrastructure
  • Familiarity with Windows, macOS, and/or Linux operating systems
  • Knowledge of troubleshooting internet, Wi-Fi, and connectivity issues
  • Experience with helpdesk or ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk)
  • Excellent communication skills (ability to explain technical issues clearly to non-technical users)
  • Strong attention to detail and ability to work independently in a remote environment

Minimum Requirements

  • High school diploma or equivalent (Associate’s or Bachelor’s in IT preferred)
  • 1+ year of IT support, helpdesk, or technical troubleshooting experience preferred
  • Basic knowledge of networking concepts (IP addresses, DNS, VPNs, etc.)
  • Reliable internet connection and remote work setup
  • Ability to work flexible shifts if required (including evenings/weekends for support coverage)

Preferred Qualifications

  • IT certifications such as CompTIA A+, Network+, Google IT Support, or Microsoft certifications
  • Experience with remote desktop tools and system monitoring software
  • Familiarity with cloud platforms (Google Workspace, Microsoft 365, AWS basics)
  • Experience supporting SaaS applications and enterprise tools
  • Typing speed of 40+ WPM

Work Environment

  • Fully remote position
  • Fast-paced technical support environment
  • Team-based collaboration via chat, email, and virtual meetings
  • May require occasional on-call availability depending on company needs