Remote Support I (Information Technology)

Job Description:

Prepared by /Date:

Position Title

Remote Support I

Department

Technology

Reports to:

Remote Support Lead

FLSA Status:

NON- EXEMPT

General Purpose

We are looking for a dedicated and customer-focused Remote Support Tier 1 professional to join our IT support team. As a Remote Support I Specialist, you will be the i nitial point of contact for our internal employees, delivering t imely and efficient technical a ssistance . Your main responsibility will be to troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.

Essential Duties

• Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance.

• Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.

• Install, and update software applications, and hardware peripherals.

• Troubleshoot network connectivity issues, assisting with VPN access, Wi-Fi problems, and basic network-related inquiries.

• Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently.

• Escalate complex or unresolved issues to Tier 2 or Tier 3 support teams, ensuring timely and accurate handoff.

• Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.

• Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.

• Participate in on-call rotation and provide after-hours support when necessary.

Supervisory Requirements:

Qualification

Education and/or Experience

• High school diploma or equivalent; a relevant IT certification or degree is a plus.

• Proven experience in a customer-facing technical support role or relevant internship experience.

• Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).

• Basic knowledge of computer hardware components, printers, and mobile devices.

• Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving.

• Ability to work independently and collaboratively in a fast-paced environment.

• A strong commitment to maintaining confidentiality and data security.

Language Skills

• Capable of effective communication in both written and spoken form. Can understand and participate in conversations on familiar topics, as well as comprehend standard business correspondence and documentation .

Mathematical Skills

• Familiarity with basic mathematical concepts and operations. Able to perform simple calculations and understand elementary mathematical principles. May require support or training to apply mathematical skills in the context of the job.

Reasoning Ability

• Skilled in logical reasoning and analytical thinking. Capable of evaluating information, identifying relationships, and drawing logical conclusions. Able to solve moderately complex problems independently and effectively communicate reasoning processes.

Certificates, Licenses, Registrations

• CompTIA A+ Preferred

Physical Demands

• Ability to spend prolonged periods of time standing, speaking, walking, driving, and/or sitting.

• Requires ability to occasionally lift up-to 25lbs.

• Position may require travel: Up to 80% of the time to facility sites.

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for prolonged periods of time; operating a computer and keyboard; near visual acuity to review written documentation; ability to hear and understand speech at normal room levels and on the telephone; manual dexterity to operate process equipment; lifting 25 pounds, bending and stooping; lifting computers; running network cables; connecting and testing networking; traveling to client sites; and walking and carrying devices on stairs and crawl spaces.

Additional Information

Note : Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.