First-Call Tech Support Specialist

Irth Solutions; United States; Hybrid; USD 59,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with company match

Flexible PTO and holidays

Life insurance

Pet insurance

Employee discounts

One-time work-from-home stipend

Team events

Job summary

Irth Solutions is seeking a Technical Support Specialist to be the first point of contact for customers requiring technical aid. You will diagnose hardware and software issues, guide users through troubleshooting steps, and escalate tickets as needed while meeting SLAs and company standards.

The role involves on-site training and a focus on delivering prompt, professional support with clear documentation and strong customer service skills.

Qualifications

• Bachelor’s degree in IT, CS, Engineering or related field preferred.
• 2–3 years of experience in technical support or help desk.
• Experience diagnosing, troubleshooting, and resolving hardware, software, OS, and connectivity issues.
• Experience supporting customers in a service-oriented environment.

Responsibilities

• Provide prompt, professional technical assistance and maintain high customer satisfaction.
• Diagnose and troubleshoot hardware, software, and configuration issues.
• Document resolutions and update tickets per procedures; escalate when needed.
• Create and maintain technical documentation and knowledge base articles.
• Follow on-site training and ongoing technical training; adhere to SLAs and procedures.
• Maintain accurate documentation and meet service standards.

Skills

Windows/macOS/Linux

Networking concepts

Documentation & tickets

Education

Bachelor’s degree or equivalent

Tools

Freshdesk

Remote support tools

PowerShell

Python

Bash

Job description

Irth Solutions is seeking a Technical Support Specialist to be the first point of contact for customers requiring technical aid. You will diagnose hardware and software issues, guide users through troubleshooting steps, and escalate tickets as needed while meeting SLAs and company standards.

The role involves on-site training and a focus on delivering prompt, professional support with clear documentation and strong customer service skills.