- Experience
- 1–2 yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Work from home
- Eligibility
- Applicants with 1 to 2 years of IT support experience, or equivalent practical experience, who can work independently and communicate effectively in English are suitable for this role.
- Resume
- Required to apply
Job description
About Ferrilli
Ferrilli works with higher education institutions to create meaningful improvements through technology. The company focuses on strengthening student outcomes by improving campus IT systems and delivering practical technology solutions and consulting support.
Role Overview
Ferrilli is hiring a Help Desk Support Specialist for a fully remote position that supports clients across several U.S. time zones. The role calls for someone with solid break/fix troubleshooting experience, familiarity with ticketing platforms, and hands-on knowledge of Microsoft support. Comfort handling printers, conference room technology, and day-to-day end-user technical assistance is also important.
What You Will Do
- Investigate and fix basic technical issues related to computers, software, systems, devices, access, and performance.
- Provide support for Microsoft-based environments, including Office 365, Windows, and associated tools.
- Handle break/fix work quickly to reduce interruptions for clients.
- Help with software or hardware setup, upgrades, user profile creation, and password resets.
- Answer support requests through phone, email, chat, or a ticketing platform.
- Walk users through troubleshooting steps and recommended fixes.
- Deliver professional, courteous support that creates a positive user experience.
- Record, monitor, and close incidents in line with service procedures and response targets.
- Use knowledge base resources and product guides to research and solve issues.
- Escalate cases to the right team when the issue cannot be resolved at first level.
- Forward incidents to client-side onsite resources when needed.
- Keep ticket details and incident notes accurate and updated under the Incident Management Process.
- Keep current with new IT tools, trends, and standard support practices.
- Help improve support workflows and internal knowledge content when necessary.
Qualifications
- At least 1 to 2 years of IT support experience, or equivalent hands-on experience.
- Strong troubleshooting ability with a customer-first approach.
- Practical experience using ticketing systems, Microsoft support tools, and break/fix methods.
- Ability to work on your own and manage time efficiently.
- Good written and spoken English communication skills.
Additional Information
This is a 100% remote role supporting U.S. clients across different time zones.