Technical Support Specialist

This role resolves common computer, software, and connectivity problems through remote technical support. Clear troubleshooting helps users return to work and reduces repeated interruptions. The specialist sits within the IT support team, works under a technical support team lead, and coordinates with users and senior technicians. This position is fully remote and offers work from home in Indiana, United States. The work focuses on diagnosing reported issues, explaining practical steps, and maintaining useful service tickets. The role requires a 40-hour weekly commitment. Working days and shift times may vary., * Review incoming tickets, emails, and phone inquiries through an IT help desk such as Freshservice, identifying the affected application, device, or connection.

• Confirm the user’s reported symptoms, recent changes, error messages, and business impact before selecting the appropriate troubleshooting sequence and ticket priority.
• Record clear issue summaries, diagnostic steps, test results, and next actions in the ticket so other support staff can continue without repeating questions.
• Guide users through approved checks for application access, browser behavior, computer settings, and internet connectivity using clear instructions and confirmation after each step.
• Assist with password resets and account access using established identity verification procedures, without asking users to share passwords or other secret credentials.
• Check basic network settings, including TCP/IP configuration, DHCP assignments, and DNS resolution, to distinguish local connection problems from issues requiring senior technical investigation.
• Use approved support articles to select practical fixes, and explain what each action changes before asking users to complete the next step.
• Escalate unresolved, recurring, or widespread issues to senior technicians or the technical support team lead, including symptoms, attempted fixes, and relevant findings.
• Follow up when user confirmation or another team’s response is pending, communicate progress, and confirm that normal operation has returned before closing tickets.
• Meet quality expectations for diagnostic accuracy, turnaround, complete notes, and timely follow-up; flag repeated issues and suggest clearer troubleshooting guidance during team reviews.

Technical Support, Technical Support, Work From Home, Team Lead/Manager, Identify Issues, Computer Software, Help Desk, Web Browsers, Procedure Development, TCP/IP (Transmission Control Protocol/Internet Protocol), * High school diploma or equivalent.

• About 1-2 years of help desk, desktop support, or related technical support experience preferred, including direct assistance to nontechnical users.
• Knowledge of Windows 10, Windows 11, browser settings, application access, and basic computer networking concepts used in remote diagnosis.
• Familiarity with TCP/IP, DNS, DHCP, and step-by-step network troubleshooting that separates device settings from broader connection problems.
• Familiarity with ticket prioritization, support queues, and an IT help desk such as Freshservice, including clear status updates and closure notes.
• Ability to explain technical steps in plain language, ask focused questions, and write concise summaries that support effective handoffs.
• Ability to follow approved access procedures, protect user information, and recognize when an issue exceeds assigned support permissions.
• A reliable computer, high-speed internet, and quiet private workspace; availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based technical support role.
• Structured onboarding and training on an IT help desk such as Freshservice, support procedures, and escalation paths.
• Regular check-ins with the technical support team lead to review questions, ticket quality, and development needs.
• Opportunities to build diagnostic reasoning, network troubleshooting, clear technical explanations, and effective support handoffs.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.