Technical Support Specialist

Position Overview

The Technical Support Specialist serves as the first point of contact for customers seeking technical assistance. This role is responsible for providing prompt, efficient, and professional technical support while maintaining a high level of customer satisfaction.

The specialist diagnoses hardware and software issues, assists with system configuration, guides users through troubleshooting steps, documents support activities, and escalates tickets as needed in accordance with departmental procedures. The position requires maintaining system functionality, meeting client Service Level Agreements (SLAs), and adhering to company policies and service standards. Some on-site training is required.

Key Responsibilities

1. Customer Service

• Provide exceptional customer service to internal and external customers, meeting or exceeding departmental standards.
• Maintain clear, professional, and consistent communication with users to understand their technical concerns.
• Follow up with users to confirm issues have been resolved and systems are functioning correctly.
• Maintain a customer-focused approach throughout the support process.

2. Technical Support and Troubleshooting

• Respond promptly to technical inquiries received through the phone queue and email.
• Diagnose and troubleshoot hardware, software, system configuration, and user-access issues.
• Identify the scope of technical issues while respecting customer IT policies, contractual agreements, and engagement boundaries.
• Guide users through step-by-step troubleshooting and resolution procedures.
• Escalate unresolved or complex issues to the appropriate internal teams in accordance with departmental protocols.
• Prioritize phone-based support and work toward first-contact resolution whenever possible.

3. Ticket Management and Issue Tracking

• Manage and maintain Freshdesk tickets in accordance with departmental policies and procedures.
• Answer incoming support calls within three rings.
• Accurately document the reason for each call, the expected result, the actual result, troubleshooting steps, and relevant ticket examples or references.
• Maintain complete and accurate ticket records, including status updates, resolution details, and escalation notes.
• Monitor ticket progress and follow up as needed to support timely resolution.
• Collaborate with internal teams to meet established SLAs, Statements of Work (SOWs), and company service standards.

4. Documentation and Reporting

• Maintain accurate records of support requests, troubleshooting activities, and resolutions.
• Create, update, and maintain technical documentation, knowledge base (KB) articles, and user guides.
• Document recurring issues and recommend improvements to troubleshooting procedures.
• Ensure support documentation is clear, accurate, and useful for future reference.
• Follow departmental reporting requirements and documentation standards.

5. Compliance and Professional Development

• Follow established departmental procedures, customer IT policies, and escalation protocols.
• Participate in required on-site training and ongoing technical training.
• Maintain awareness of support processes, service expectations, and applicable technical standards.
• Work collaboratively with colleagues and other departments to improve service delivery and customer satisfaction.

Performance Expectations

The Technical Support Specialist is expected to:

• Answer incoming calls within three rings.
• Provide prompt, professional, and accurate technical assistance.
• Prioritize phone-based support and resolve issues at first contact whenever possible.
• Maintain complete and accurate Freshdesk tickets.
• Meet established response and resolution SLAs.
• Escalate issues appropriately and communicate progress to users.
• Maintain current and accessible technical documentation.
• Consistently meet customer service and departmental quality standards.

Training Requirements

Some on-site training is required to ensure familiarity with company systems, support procedures, ticket management processes, customer service expectations, and escalation protocols.

Overall Objective

To deliver reliable, timely, and customer-focused technical support by resolving technical issues efficiently, maintaining accurate documentation, following established procedures, and contributing to the achievement of departmental service goals.

Requirements

Qualifications and Requirements

1. Education

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.
• Equivalent education, technical certifications, or relevant professional experience may be considered.

2. Professional Experience

• Minimum of 2-3 years of experience in technical support, IT support, help desk operations, or a related role.
• Demonstrated experience diagnosing, troubleshooting, and resolving technical issues involving hardware, software, operating systems, and network connectivity.
• Experience managing support tickets, documenting resolutions, and escalating issues according to established procedures.
• Experience supporting customers or end users in a service-oriented environment.

3. Technical Skills

• Proficiency in troubleshooting and supporting Windows, macOS, and Linux operating systems.
• Strong understanding of networking concepts and protocols, hardware components, software applications, and network connectivity.
• Experience using remote support tools and help desk or ticketing platforms, such as Freshdesk.
• Familiarity with scripting and automation tools and languages, such as PowerShell, C++, Python, or Bash.
• Ability to identify technical problems, determine root causes, and implement appropriate solutions.
• Knowledge of ticket management practices, incident documentation, escalation procedures, and service-level agreements (SLAs).

4. Soft Skills

• Strong problem-solving, analytical, and critical-thinking skills.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to communicate technical information clearly to nontechnical users.
• Ability to work independently while collaborating effectively with team members and other departments.
• Patience, professionalism, and a customer-focused approach when handling technical inquiries.
• Strong organizational skills and the ability to manage multiple support requests in a fast-paced environment.
• Ability to remain calm and effective under pressure, particularly during system outages or critical incidents.

5. Physical Requirements and Working Conditions

• Ability to sit at a desk and work at a computer for approximately 90% of the work shift.
• Ability to answer and communicate over the telephone for extended periods.
• Willingness to work flexible hours, including evenings and weekends, as business needs require.
• Availability to participate in a rotating on-call schedule, with each rotation lasting approximately one week.
• Work is typically performed in an office environment, with some on-site training required.
• Ability to work under pressure and respond effectively to urgent technical issues, system outages, and critical incidents.

Additional Expectations

• Maintain confidentiality and follow applicable security policies and procedures.
• Adhere to departmental workflows, customer IT policies, contractual requirements, and escalation protocols.
• Demonstrate a commitment to continuous learning and professional development.
• Maintain a high standard of customer service while meeting established performance goals and service-level requirements.

AI Use in Hiring

As part of our hiring process, this role may use artificial intelligence or automated tools to assist in reviewing and screening applications. These tools support, but do not replace, human judgment in hiring decisions.

Role Type

This is a Back fill position.

Compensation

The salary range for this role is USD $ 59000K. This range reflects the base salary only and does not include any other compensation components like OTE. Any offers made are dependent on factors including and not limited to experience, skills, and location.

Benefits

Why Join Irth Solutions?

At Irth Solutions, your work directly supports the people and organizations responsible for protecting the infrastructure our communities depend on every day.

Life at Irth (US Benefits)

At Irth Solutions, we believe great work happens when people have the support, flexibility, and resources they need to do their best work.

As part of the Irth Solutions team, you’ll enjoy:

• Competitive compensation with a base salary commensurate with experience, plus uncapped commission / OTE.
• The opportunity to join a dynamic, growing company that is well respected within its industry.
• Medical, dental, and vision insurance options.
• 401(k) plan with company match.
• Flexible PTO policy plus company-paid holidays.
• Additional benefits including life insurance, pet insurance, employee discounts, and perks programs.
• A generous one-time work-from-home stipend to help you get set up for success.
• Team events including monthly company lunches, volunteer outings, and quarterly gatherings.
• Hybrid employees have access to complimentary snacks, beverages, and coffee at our Columbus, Ohio office.