Senior Customer Support Technician

Job Summary

Providing technical support for computer systems and networks, the remote Senior Customer Support Technician will troubleshoot issues, manage help desk incidents, and assist in service restoration efforts in a contract-to-direct role.

Key responsibilities

• Respond to customer inquiries and technical support requests related to hardware, software, and network systems
• Troubleshoot and diagnose technical issues while documenting findings and resolutions
• Manage help desk incidents and facilitate Service Restoration Team calls for rapid service recovery

Required qualifications

• Associate degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related field, or equivalent experience
• 1+ year of experience in technical support, help desk, or IT operations
• 1+ year of experience troubleshooting computer hardware, software, and network connectivity issues
• Experience supporting users in a service desk or customer-facing technical environment
• Familiarity with incident ticket management and support documentation