IT Support Specialist at Bill Alexander Ford Lincoln

United States

We are seeking a dependable and technically skilled IT Support Specialist to provide end-user support and ensure the smooth operation of IT systems across the organization. This role involves troubleshooting technical issues, maintaining systems, and delivering high-quality support services in a fully remote environment. The ideal candidate has strong problem-solving abilities, excellent communication skills, and a customer-focused mindset. Key Responsibilities Provide first-level and second-level technical support via phone, email, chat, and ticketing systems. Troubleshoot and resolve hardware, software, and network-related issues efficiently. Install, configure, and maintain operating systems, applications, and user devices. Manage user accounts, permissions, and access controls in accordance with security policies. Monitor system performance and proactively identify potential issues. Escalate complex technical problems to appropriate teams when necessary. Document incidents, resolutions, and technical procedures in knowledge base systems. Assist with onboarding and offboarding by setting up and decommissioning user accounts and equipment. Support remote access tools, VPNs, and cloud-based systems. Ensure compliance with IT security standards and best practices. Qualifications Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience). 2–5+ years of experience in IT support, help desk, or technical support roles. Strong knowledge of Windows, macOS, and common business applications. Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN). Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira Service Management). Excellent troubleshooting and analytical skills. Strong verbal and written communication abilities. Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. Ability to work independently and collaboratively in a remote environment. Core Competencies Technical Troubleshooting Customer Service & Communication Problem-Solving Attention to Detail Time Management & Prioritization Adaptability in Remote Work Environments Benefits Flexible remote work environment Competitive hourly compensation Opportunities for certification and career advancement Supportive and collaborative team culture Access to modern tools and technologies