Remote IT Asset Support Specialist

Job Description

REQUIREMENTS

• Must be located within the United States.
• Stable, high-speed home internet connectin.
• Proven experience in technical support roles with a focus on help desk systems like ServiceNow or Jira.
• Strong knowledge of Microsoft Office suite, Windows support (including Windows Server), macOS, Linux operating systems, and mobile device management.
• Expertise in computer networking concepts such as TCP/IP, DNS, VPNs, firewalls, LAN/WAN troubleshooting, and network security protocols.
• Familiarity with hardware support including troubleshooting desktops, laptops, printers, peripherals, and computer hardware components.
• Experience managing Active Directory environments and implementing GPO policies for user access control.
• Ability to navigate IT infrastructure tools such as SCCM (System Center Configuration Manager), BMC Remedy, or equivalent asset management platforms.
• Excellent communication skills with a customer-focused approach to problem-solving in a remote setting.
• Strong analysis skills to identify root causes of technical issues quickly and accurately.
• Knowledge of network administration principles including TCP/IP protocols and DNS configuration is highly desirable.

RESPONSIBILITES

• Provide comprehensive technical support for computer hardware, software, operating systems (including Windows, macOS, and Linux), and network infrastructure.
• Manage help desk systems such as ServiceNow, Jira, or BMC Remedy to track, prioritize, and resolve support tickets efficiently.
• Troubleshoot equipment issues including desktops, laptops, mobile devices, printers, and peripherals to minimize downtime.
• Support network troubleshooting activities involving TCP/IP protocols, DNS configurations, VPNs, firewalls, LAN/WAN connectivity, and network security tools like Meraki.
• Assist with Active Directory management tasks such as user account provisioning, GPO (Group Policy Object) configurations, and Active Directory permissions.
• Maintain accurate records of asset inventories using computer management tools and assist with hardware lifecycle management.
• Collaborate with IT infrastructure teams to support Windows Server environments and network administration tasks.
• Communicate clearly with end-users to diagnose issues effectively while providing exceptional customer service and technical troubleshooting support.
• Contribute to the continuous improvement of help desk processes by analyzing recurring issues and recommending solutions for better efficiency.

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