Information Technology Support Specialist

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.

• 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.

• 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.

• 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.