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About the role
Key responsibilities & impact- Provide advanced technical support for escalated issues across desktops, laptops, printers, mobile devices, software, and networks
- Troubleshoot and resolve complex incidents, escalating to specialized teams when necessary
- Identify root causes of recurring issues and partner with IT teams to implement solutions
- Mentor and support Level 1 analysts, helping improve troubleshooting and customer service skills
- Ensure timely, accurate resolution of tickets while maintaining a high standard of customer satisfaction
- Conduct follow-ups with users to confirm issues are fully resolved
- Continuously expand your technical expertise through certifications and hands-on learning
- Contribute to special projects and initiatives to improve service delivery
Requirements
What you’ll need- Associate or bachelor’s degree in computer science or a related field preferred
- Preferred certifications (or working toward):
- HDI Support Center Analyst (HDI-SCA)
- ITIL Foundation
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
- 2–4 years of technical support experience, with at least 1 year in a service desk environment
- Strong customer service skills with the ability to translate technical issues into simple terms
- Advanced proficiency with:
- Windows operating systems
- Microsoft Office
- Network troubleshooting
- Experience with remote support tools and technologies
- Familiarity with ITIL or similar service management frameworks
- Strong analytical and problem-solving abilities
- Ability to manage multiple priorities and work both independently and collaboratively
Benefits
Comp & perks- Purpose with Passion – Our L.O.V.E. philosophy—Living Our Values Every Day—makes your work meaningful.
- Grow & Thrive – We invest in your certifications, skills, and long-term career development.
- Award-Winning Culture – We’re known for delivering top-tier IT service—and that excellence starts internally.
- Collaborative & Supportive Team – Work with smart, driven teammates who celebrate wins together.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingnetwork troubleshootingWindows operating systemsMicrosoft Officeremote support toolsanalytical skillsproblem-solving skillscustomer service
Soft Skills
mentoringcustomer satisfactioncommunicationcollaborationtime management
Certifications
HDI Support Center AnalystITIL FoundationMicrosoft 365 Certified: FundamentalsMicrosoft 365 Certified: Endpoint Administrator Associate