Hybrid IT Support Specialist

Irth Solutions, L.L.C.; United States; Hybrid; USD 53,000 - 65,000; Full time

Benefits offered by this job

Hybrid work option

On-site training

Job summary

Irth Solutions, L.L.C. is seeking a Technical Support Specialist to act as the first point of contact for customers needing technical assistance. You will diagnose hardware/software issues, guide users through troubleshooting, and escalate tickets as needed while meeting SLAs.

Some on-site training is required and the role emphasizes high-quality customer service. Responsibilities include handling Freshdesk tickets, maintaining detailed documentation, and collaborating with internal teams to

Qualifications

• Bachelor’s degree in IT/CS/Engineering or related field.
• 2–3 years in technical support or help desk.
• Experience diagnosing hardware, software, OS, and network issues.
• Experience with Freshdesk ticketing and SLA adherence.

Responsibilities

• Provide prompt, professional technical support via phone and email.
• Diagnose and troubleshoot hardware, software, and configuration issues.
• Guide users through troubleshooting steps and document actions taken.
• Escalate complex issues per protocols and maintain ticket quality.
• Maintain knowledge base articles and update documentation.

Skills

Customer service

Communication

Problem solving

Time management

Teamwork

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Freshdesk

Remote support tools

PowerShell

Python

Job description

Irth Solutions, L.L.C. is seeking a Technical Support Specialist to act as the first point of contact for customers needing technical assistance. You will diagnose hardware/software issues, guide users through troubleshooting, and escalate tickets as needed while meeting SLAs.

Some on-site training is required and the role emphasizes high-quality customer service. Responsibilities include handling Freshdesk tickets, maintaining detailed documentation, and collaborating with internal teams to