About Company
TechZone Computer Services is a leading IT solutions provider dedicated to empowering businesses with robust and reliable technology infrastructure. With a steadfast commitment to innovation and client success, we specialize in delivering comprehensive IT support, network management, cloud solutions, and cybersecurity services. Our mission is to ensure seamless, efficient, and secure operations for our diverse clientele, allowing them to focus on their core business objectives. We pride ourselves on a culture of continuous learning, professional growth, and a collaborative team environment where every voice is heard and valued. At TechZone, you’re not just an employee; you’re a vital part of a team that’s building the future of IT support, one successful solution at a time. We believe in fostering a supportive remote work environment that prioritizes flexibility, trust, and effective communication to ensure our team members thrive both professionally and personally.
Job Description
Are you a highly motivated and customer-centric IT professional with a knack for solving complex technical issues remotely? TechZone Computer Services is looking for a talented and dedicated Technical Support Analyst to join our remote helpdesk team, serving our clients in Hollywood Lakes, Hollywood, and across the region. In this pivotal role, you will be the first point of contact for our clients, providing critical remote technical assistance and ensuring their IT systems run smoothly. This is an exciting opportunity to contribute to a dynamic and growing company that values expertise, proactive problem-solving, and exceptional client service. You will troubleshoot a wide range of hardware and software problems, resolve network connectivity issues, manage user accounts, and provide expert guidance on various IT topics. Success in this role requires a blend of strong technical acumen, excellent communication skills, and a genuine passion for helping others. You’ll be working with a diverse set of technologies, constantly learning, and making a tangible impact on our clients’ daily operations. We offer a supportive environment, continuous training, and the chance to be part of a team that’s at the forefront of remote IT support. If you are eager to take on a challenging yet rewarding position where your skills are truly appreciated and your professional growth is a priority, we encourage you to apply. This remote position provides the flexibility to work from your home office while remaining an integral part of our vibrant team culture.
Key Responsibilities
- Provide first-level and second-level remote technical support for hardware, software, network, and system issues via phone, email, and chat.
- Troubleshoot and resolve desktop, laptop, server, and mobile device problems for Windows, macOS, and Linux environments.
- Assist users with software applications including Microsoft 365 suite, Adobe products, and various business-specific applications.
- Manage user accounts, permissions, and access rights within Active Directory, Azure AD, and other identity management systems.
- Diagnose and resolve network connectivity issues (LAN/WAN, Wi-Fi, VPN) and assist with printer configurations.
- Document all support interactions, resolutions, and technical procedures thoroughly in the ticketing system.
- Escalate complex issues to senior engineers or specialized teams when necessary, ensuring smooth transitions.
- Participate in remote system installations, upgrades, and maintenance tasks.
- Educate users on best practices for IT security, software usage, and system health.
- Contribute to the knowledge base by creating and updating technical documentation and FAQs.
Required Skills
- Minimum 3 years of experience in an IT Helpdesk or Technical Support role.
- Proficiency with Windows operating systems (Windows 10/11) and macOS.
- Strong understanding of Microsoft 365 administration (Exchange Online, SharePoint, Teams, OneDrive).
- Experience with Active Directory and basic network troubleshooting (TCP/IP, DNS, DHCP).
- Familiarity with remote support tools (e.g., TeamViewer, ConnectWise Control, AnyDesk).
- Excellent verbal and written communication skills, with a focus on clear and empathetic client interaction.
- Proven ability to diagnose and resolve complex technical problems efficiently.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow, ConnectWise Manage).
- Ability to work independently in a remote environment with minimal supervision.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Security+ certification.
- Microsoft Certified: Modern Desktop Administrator Associate or relevant M365 certification.
- Experience with basic PowerShell scripting.
- Knowledge of cybersecurity best practices and common threat vectors.
- Experience supporting virtualized environments (VMware, Hyper-V).
- Prior experience working in a Managed Service Provider (MSP) environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and continuous learning.
- Remote work flexibility with a supportive team environment.
- Home office setup stipend.
- Access to a vast array of online training courses and certifications.
- Employee assistance program (EAP).
How to Apply
If you are a proactive and skilled Technical Support Analyst looking to make a significant impact in a remote role, we encourage you to apply! Please click on the application link below to submit your resume and a cover letter detailing your relevant experience and why you are the ideal candidate for this position. We look forward to reviewing your application!