Information Technology Support Specialist

The Intersect Group; Tempe (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

The Intersect Group is seeking a customer-focused Technical Support Specialist to provide remote technical support to end users across the organization. This role emphasizes software and applications, including troubleshooting custom business applications and Microsoft technologies.

The ideal candidate has 1–2+ years of remote technical support experience in a call-center or high-volume environment, strong troubleshooting skills, and the ability to explain technical solutions to users at all

Qualifications

• 1–2+ years of technical support experience.
• Proven experience providing remote technical support.
• Strong troubleshooting of software and applications beyond basic Windows or hardware.

Responsibilities

• Provide remote technical support to end users across the organization.
• Troubleshoot and resolve issues involving software, custom/internal applications, and Microsoft technologies.
• Support users with Microsoft applications and platforms, including Dynamics 365.
• Diagnose issues beyond basic troubleshooting such as system restarts, password resets, or hardware replacement.
• Manage 15–20 support tickets per day in a fast-paced environment.
• Use Halo or a comparable ticketing system to document, track, prioritize, and resolve requests.
• Provide a high level of customer service in a call-center-style environment.
• Escalate complex or unresolved issues to appropriate internal teams.
• Collaborate with technical teams and stakeholders to identify and resolve application issues.
• Meet SLAs and ensure timely resolution of requests.
• Learn and support proprietary business applications and internal systems.

Skills

Remote support

Customer service

Communication

Troubleshooting

Ticketing systems

Tools

Halo

Dynamics 365

Job description

We are seeking a customer-focused Technical Support Specialist to provide remote technical support to end users across the organization. This role is primarily focused on software and application support, including troubleshooting custom business applications and Microsoft-based technologies in a fast-paced, ticket-driven environment.

The ideal candidate has experience providing remote technical support in a call-center or high-volume support environment, strong software troubleshooting skills, and the ability to communicate effectively with users at all technical levels. Personality, professionalism, adaptability, and a strong customer-service mindset are critical to success in this role.

Key Responsibilities

• Provide remote technical support to end users across various business units.
• Troubleshoot and resolve issues involving software, custom/internal applications, and Microsoft technologies.
• Support users with Microsoft applications and platforms, including Dynamics 365.
• Diagnose issues beyond basic troubleshooting such as system restarts, password resets, or hardware replacement.
• Manage approximately 15-20 support tickets per day in a fast-paced environment.
• Use Halo or a comparable ticketing system to document, track, prioritize, and resolve support requests.
• Provide a high level of customer service in a call-center-style support environment.
• Clearly communicate technical solutions and troubleshooting steps to non-technical users.
• Accurately document issues, resolutions, and relevant processes.
• Escalate complex or unresolved issues to appropriate internal teams.
• Collaborate with technical teams and business stakeholders to identify and resolve application issues.
• Meet established service levels and ensure timely resolution of support requests.
• Quickly learn and support proprietary business applications and internal systems.

Required Qualifications

• 1-2+ years of technical support experience; flexibility based on overall skillset, technical ability, and fit.
• Proven experience providing remote technical support.
• Strong experience troubleshooting software and applications, beyond basic Windows or hardware troubleshooting.
• Experience supporting custom, proprietary, or internally developed applications.
• Experience working within a Microsoft technology environment.
• Experience with or exposure to Microsoft Dynamics 365 is highly preferred.
• Experience using a ticketing system such as Halo or a comparable platform.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Ability to manage a high volume of support requests while maintaining accuracy and professionalism.

Preferred Experience

• Previous experience in a call center, technical support center, or high-volume remote support environment.
• Experience supporting proprietary or custom business applications.
• Ability to quickly learn new software, applications, and business processes.
• Experience working in an environment with defined SLAs and ticket-resolution expectations.