Note: The job is a remote job and is open to candidates in USA. Moseley Technical Services, Inc. is hiring a Customer Support Technician to provide IT help desk, desktop support, and technical assistance. The role involves diagnosing and troubleshooting hardware, software, network, telecommunications, and infrastructure issues; documenting incidents; supporting service recovery; and escalating complex problems as needed.
Responsibilities
- Respond to customer inquiries and provide technical support for computer hardware, software, printers, networks, telecommunications systems, and related IT systems
- Diagnose and troubleshoot technical problems, providing solutions, workarounds, and issue resolution
- Screen, prioritize, and respond to internal inquiries and IT work requests involving personal computers and related systems
- Monitor networked servers, storage systems, and other infrastructure devices, verify configurations, and provide first-level technical triage
- Facilitate SRT calls to expedite service recovery and restoration
- Escalate unresolved or complex technical issues to higher-level support teams as required
- Prepare and maintain help desk incident reports and technical support documentation
- Assist with hardware and software evaluation
- Support company-hosted web-enabled solutions
- Develop and maintain technical documentation, knowledge base content, and training materials that enable customer self-service
- Identify opportunities to apply artificial intelligence (AI) to technical support processes, continuous improvement, and innovation
Skills
- **U.S. Citizenship is required by Federal Law**
- Associate degree or equivalent relevant experience
- Minimum 1 year of relevant technical support, customer support, help desk, or IT support experience
- Ability to diagnose and troubleshoot computer hardware, software, printer, network, and telecommunications issues
- Ability to monitor and verify the configuration of networked servers, storage systems, and other IT infrastructure devices and provide first-level triage
- Ability to facilitate SRT calls to support expedited service recovery and restoration
Benefits
- Medical insurance
- Supplemental insurance
- 401(k) plan
Company Overview