Technical Flex Support Specialist

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• Provide first- and second-level technical support to end-users via phone, email, chat, and in-person.
• Troubleshoot and resolve technical issues related to hardware, software, operating systems, network connectivity, and applications.
• Configure, deploy, and maintain desktop computers, laptops, mobile devices, and peripherals.
• Install, configure, and support various software applications.
• Assist with network troubleshooting, including diagnosing connectivity problems and resolving basic network issues.
• Create and maintain documentation of common issues, troubleshooting steps, and resolutions in a knowledge base.
• Escalate complex issues to higher-level support teams or subject matter experts as needed.
• Follow up with end-users to ensure issues are resolved to their satisfaction.
• Monitor and respond to alerts and notifications from system monitoring tools.
• Adhere to ITIL (or other relevant IT service management) best practices.
• Be willing to work different shifts and be on call.
• 2+ Years of Technical Support experience
• Proven experience in a technical support role.
• Strong knowledge of Windows and / or macOS operating systems.
• Experience with troubleshooting hardware and software issues.
• Familiarity with networking concepts and protocols (TCP / IP, DNS, DHCP, etc.).
• Experience with mobile device support (iOS, Android).
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks simultaneously.
• Customer service oriented.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified Professional).
• Experience with help desk ticketing systems (e.g., Zendesk, ServiceNow, Jira).
• Experience with remote support tools.
• Knowledge of ITIL framework.
• Experience with scripting languages (e.g., PowerShell, Python).
• Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
• High School Degree or equivalent
• 2+ Years of Technical Support experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• Must be able to obtain background clearance as required by government customer
• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

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