{"id":3468844,"url":"https://alion.io/job/irth-solutions-technical-support-specialist","title":"Technical Support Specialist","company":{"id":7550,"name":"Irth Solutions","domain":"irthsolutions.com","url":"https://alion.io/company/irth-solutions","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":95,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":48000,"max_usd":121000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bash","optional":false},{"name":"C++","optional":false},{"name":"Freshdesk","optional":false},{"name":"Linux","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-29T16:18:00Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-10-29T21:05:08Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Position Overview\nThe 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.\nThe 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.\nKey Responsibilities\n1. Customer Service\nProvide exceptional customer service to internal and external customers, meeting or exceeding departmental standards.\nMaintain clear, professional, and consistent communication with users to understand their technical concerns.\nFollow up with users to confirm issues have been resolved and systems are functioning correctly.\nMaintain a customer-focused approach throughout the support process.\n2. Technical Support and Troubleshooting\nRespond promptly to technical inquiries received through the phone queue and email.\nDiagnose and troubleshoot hardware, software, system configuration, and user-access issues.\nIdentify the scope of technical issues while respecting customer IT policies, contractual agreements, and engagement boundaries.\nGuide users through step-by-step troubleshooting and resolution procedures.\nEscalate unresolved or complex issues to the appropriate internal teams in accordance with departmental protocols.\nPrioritize phone-based support and work toward first-contact resolution whenever possible.\n3. Ticket Management and Issue Tracking\nManage and maintain Freshdesk tickets in accordance with departmental policies and procedures.\nAnswer incoming support calls within three rings.\nAccurately document the reason for each call, the expected result, the actual result, troubleshooting steps, and relevant ticket examples or references.\nMaintain complete and accurate ticket records, including status updates, resolution details, and escalation notes.\nMonitor ticket progress and follow up as needed to support timely resolution.\nCollaborate with internal teams to meet established SLAs, Statements of Work (SOWs), and company service standards.\n4. Documentation and Reporting\nMaintain accurate records of support requests, troubleshooting activities, and resolutions.\nCreate, update, and maintain technical documentation, knowledge base (KB) articles, and user guides.\nDocument recurring issues and recommend improvements to troubleshooting procedures.\nEnsure support documentation is clear, accurate, and useful for future reference.\nFollow departmental reporting requirements and documentation standards.\n5. Compliance and Professional Development\nFollow established departmental procedures, customer IT policies, and escalation protocols.\nParticipate in required on-site training and ongoing technical training.\nMaintain awareness of support processes, service expectations, and applicable technical standards.\nWork collaboratively with colleagues and other departments to improve service delivery and customer satisfaction.\nPerformance Expectations\nThe Technical Support Specialist is expected to:\nAnswer incoming calls within three rings.\nProvide prompt, professional, and accurate technical assistance.\nPrioritize phone-based support and resolve issues at first contact whenever possible.\nMaintain complete and accurate Freshdesk tickets.\nMeet established response and resolution SLAs.\nEscalate issues appropriately and communicate progress to users.\nMaintain current and accessible technical documentation.\nConsistently meet customer service and departmental quality standards.\nTraining Requirements\nSome on-site training is required to ensure familiarity with company systems, support procedures, ticket management processes, customer service expectations, and escalation protocols.\nOverall Objective\nTo 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.\nRequirements\nQualifications and Requirements\n1. Education\nBachelor’s degree in Information Technology, Computer Science, Engineering, or a related field preferred.\nEquivalent education, technical certifications, or relevant professional experience may be considered.\n2. Professional Experience\nMinimum of 2-3 years of experience in technical support, IT support, help desk operations, or a related role.\nDemonstrated experience diagnosing, troubleshooting, and resolving technical issues involving hardware, software, operating systems, and network connectivity.\nExperience managing support tickets, documenting resolutions, and escalating issues according to established procedures.\nExperience supporting customers or end users in a service-oriented environment.\n3. Technical Skills\nProficiency in troubleshooting and supporting Windows, macOS, and Linux operating systems.\nStrong understanding of networking concepts and protocols, hardware components, software applications, and network connectivity.\nExperience using remote support tools and help desk or ticketing platforms, such as Freshdesk.\nFamiliarity with scripting and automation tools and languages, such as PowerShell, C++, Python, or Bash.\nAbility to identify technical problems, determine root causes, and implement appropriate solutions.\nKnowledge of ticket management practices, incident documentation, escalation procedures, and service-level agreements (SLAs).\n4. Soft Skills\nStrong problem-solving, analytical, and critical-thinking skills.\nExcellent verbal and written communication skills.\nStrong interpersonal skills and the ability to communicate technical information clearly to nontechnical users.\nAbility to work independently while collaborating effectively with team members and other departments.\nPatience, professionalism, and a customer-focused approach when handling technical inquiries.\nStrong organizational skills and the ability to manage multiple support requests in a fast-paced environment.\nAbility to remain calm and effective under pressure, particularly during system outages or critical incidents.\n5. Physical Requirements and Working Conditions\nAbility to sit at a desk and work at a computer for approximately 90% of the work shift.\nAbility to answer and communicate over the telephone for extended periods.\nWillingness to work flexible hours, including evenings and weekends, as business needs require.\nAvailability to participate in a rotating on-call schedule, with each rotation lasting approximately one week.\nWork is typically performed in an office environment, with some on-site training required.\nAbility to work under pressure and respond effectively to urgent technical issues, system outages, and critical incidents.\nAdditional Expectations\nMaintain confidentiality and follow applicable security policies and procedures.\nAdhere to departmental workflows, customer IT policies, contractual requirements, and escalation protocols.\nDemonstrate a commitment to continuous learning and professional development.\nMaintain a high standard of customer service while meeting established performance goals and service-level requirements.\nAI Use in Hiring\nAs 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.\nRole Type\nThis is a Back fill position.\nCompensation\nThe 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.\nBenefits\nWhy Join Irth Solutions?\nAt Irth Solutions, your work directly supports the people and organizations responsible for protecting the infrastructure our communities depend on every day.\nLife at Irth (US Benefits)\nAt Irth Solutions, we believe great work happens when people have the support, flexibility, and resources they need to do their best work.\nAs part of the Irth Solutions team, you’ll enjoy:\nCompetitive compensation with a base salary commensurate with experience, plus uncapped commission / OTE.\nThe opportunity to join a dynamic, growing company that is well respected within its industry.\nMedical, dental, and vision insurance options.\n 401(k) plan with company match.\nFlexible PTO policy plus company-paid holidays.\nAdditional benefits including life insurance, pet insurance, employee discounts, and perks programs.\nA generous one-time work-from-home stipend to help you get set up for success.\nTeam events including monthly company lunches, volunteer outings, and quarterly gatherings.\n Hybrid employees have access to complimentary snacks, beverages, and coffee at our Columbus, Ohio office.","description_format":"text","description_chars":9140,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Life insurance","Professional development","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Low-Code & No-Code Platforms","Field Service Management Software"],"lifecycle":[{"event":"open","at":"2026-10-29T16:18:00Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":60,"reasons":["conf:3","win:early"],"computed_at":"2026-10-30T00:13:34Z"},"pay":null,"html_url":"https://alion.io/job/irth-solutions-technical-support-specialist","json_url":"https://alion.io/job/irth-solutions-technical-support-specialist.json","meta":{"generated_at":"2026-10-30T00:13:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":208,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7550},"rest":"https://alion.io/mcp/rest/get_company?id=7550"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Firth-solutions-technical-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Firth-solutions-technical-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Firth-solutions-technical-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/irth-solutions-technical-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Firth-solutions-technical-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3468844}},{"tool":"search_jobs","arguments":{"company":"irthsolutions.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3468844},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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Docs: https://alion.io/developers"}}