Technical Support Engineer - Hybrid & Flexible PTO

Irth Solutions; Oregon; Hybrid; USD 50,000 - 68,000; Full time

Benefits offered by this job

Hybrid work option

Work-from-home stipend

Medical/dental/vision insurance

401(k) with company match

Flexible PTO

Job summary

Irth Solutions is seeking a Technical Support Specialist to be the first point of contact for customers requiring technical assistance. You will diagnose issues, guide users through troubleshooting, and escalate where needed while documenting activities and meeting SLAs.

The role requires on-site training, with a focus on delivering prompt, professional support. Strong IT knowledge across Windows, macOS, Linux, networks, and scripting will help ensure high customer satisfaction.

Qualifications

• Bachelor’s degree preferred in IT, CS, Engineering, or related field; equivalent experience considered.
• 2–3 years in technical support, IT support, help desk, or related role.
• Experience diagnosing hardware, software, OS, and network issues; ticketing and escalation processes.
• Excellent verbal and written communication; strong customer-focused approach.

Responsibilities

• Provide exceptional customer service to internal and external customers; ensure clarity and issue resolution.
• Diagnose and troubleshoot hardware, software, and configuration issues; guide users step-by-step.
• Manage Freshdesk tickets; document issues, actions, and results; meet SLAs.
• Create and maintain technical documentation and knowledge base articles.
• Participate in on-site training and adhere to escalation protocols and service standards.

Skills

Customer service

Communication

Problem-solving

Analytical thinking

Work independently

Education

Bachelor’s degree in IT/CS/Engineering or related field

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 assistance. You will diagnose issues, guide users through troubleshooting, and escalate where needed while documenting activities and meeting SLAs.

The role requires on-site training, with a focus on delivering prompt, professional support. Strong IT knowledge across Windows, macOS, Linux, networks, and scripting will help ensure high customer satisfaction.