Technical Support Engineer

ThriveDX Group; Columbia (MD); Remote; USD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Technical Support Engineer, where you'll provide remote assistance for computer systems, hardware, and software. You'll be part of a fantastic team, resolving issues and implementing solutions while maintaining desktop equipment and managing service desk requests. This role offers the opportunity to collaborate with peers in a dynamic environment, ensuring user satisfaction and streamlining IT processes. With competitive benefits and a culture that values passion and excellence, this is a chance to thrive in a mission-driven organization dedicated to changing lives through education.

Benefits

Medical benefits

Dental benefits

Vision benefits

401k

Paid Time Off

Catered lunches on in-office days

Qualifications

• 1+ years of experience in a customer support environment, preferably in tech support.
• CompTIA A+ Certification or equivalent preferred.
• Proficiency with Mac and Windows computers.

Responsibilities

• Maintain desktop equipment throughout its lifecycle, including procurement and deployment.
• Handle service desk tickets and requests, meeting SLA defined by the business.
• Support ThriveDX employees by participating in the IT on-call rotation.

Skills

CompTIA A+ Certification

Customer service skills

Technical support experience

Communication skills

Ability to work independently

Tools

Jira

Help Desk tools

AutoPilot

MS Azure

Job description

The Technical Support Engineer is responsible for providing remote technical assistance and support related to computer systems, hardware, and software for ThriveDX. The technician responds to phone calls, tickets, chat, and other communication methods to resolve problems and implement solutions. You will work closely with your peers in a remote environment and be part of a fantastic team. When issues extend beyond Tier I, you will escalate and collaborate with the appropriate teams for resolution.

Responsibilities

1. Maintain desktop equipment throughout its lifecycle, including procurement, deployment, inventory management, protection, and disposal.
2. Handle service desk tickets and requests for ThriveDX, meeting the SLA defined by the business.
3. Support ThriveDX employees by participating in the IT on-call rotation.
4. Communicate with users regarding issue status and understand their technology needs.
5. Ensure all computers are configured with established programs using AutoPilot and MS Azure, complying with company policies.
6. Perform PC repairs, shipping, and receiving of endpoints to personnel and warranty depots.
7. Exceed end-user expectations by resolving issues promptly.
8. Create and document IT processes and procedures for the Knowledge Base related to troubleshooting.
9. Collaborate with the IT team to streamline systems and processes for efficiency.
10. Perform other duties as assigned.

Experience/Skills Required

1. CompTIA A+ Certification or equivalent preferred.
2. HDI Certification preferred.
3. At least 1 year of experience in a customer support environment, preferably in tech support.
4. Experience with ticketing systems and Help Desk tools such as remote control; Jira experience is a plus.
5. Proficiency with Mac and Windows computers.
6. Highly organized, able to keep help desk tickets updated and closed timely.
7. Experience with hardware, software, and cloud-based applications.
8. Customer service training or experience preferred.
9. Ability to handle confidential information appropriately.
10. Diplomatic and tactful communication skills.
11. Ability to assess customer technical ability and communicate accordingly.
12. Ability to work independently or in a team.
13. Willingness to learn and support new technologies.
14. Familiarity with standard office automation products.
15. Ability to work remotely effectively.

Values

Passion, Excellence, People, Change, and Learning are core to our culture.

Our Offer

• Competitive benefits including Medical, Dental, Vision, 401k, Paid Time Off, and catered lunches on in-office days.

Your Success is our Success

If you're driven, collaborative, and eager to make an impact, you’ll thrive here. We’re looking for passionate, high-performing individuals who push boundaries and grow with us. Join our mission to change lives through education and be part of a close-knit team committed to excellence.