At Ferrilli, we drive positive changes in higher education through technology. Our mission is to enhance student success by optimizing campus IT infrastructure and implementing innovative solutions. With a holistic approach, we provide expert IT services and consulting to help clients achieve their goals.

Position Summary

Ferrilli is seeking a Help Desk Support Specialist to join our team. This is a 100% remote role supporting clients across multiple U.S. time zones. The ideal candidate is experienced in break/fix troubleshooting, knowledgeable in ticketing systems, and skilled in Microsoft support. You should also be comfortable managing printers, conference room setups, and providing responsive, high-quality technical assistance to end users.

Responsibilities

• Troubleshoot and resolve first-level issues involving computers, applications, systems, devices, access, and performance.
• Support Microsoft environments including Office 365, Windows OS, and related applications.
• Manage break/fix tasks to minimize client downtime.
• Assist with software or device installations, upgrades, user profile setup, and password resets.

• Respond to end-user requests via phone, email, chat, or ticketing system.
• Guide users through recommended steps and solutions to resolve issues.
• Maintain a high level of professionalism and deliver a positive support experience.

• Document, track, and resolve incidents according to established processes and service level standards.
• Utilize knowledge base articles and product documentation to research and resolve issues.
• Escalate incidents to appropriate teams when required.
• Route incidents to on-site client resources when applicable.
• Update all ticket and incident information accurately following the Incident Management Process.

• Stay updated on current IT trends, tools, and best practices.
• Contribute to improving support processes and knowledge base documentation as needed.

Qualifications

• Minimum 1-2 years of IT support experience or equivalent.
• Strong problem-solving skills and a customer-focused mindset.
• Hands-on experience with ticketing systems, Microsoft support, and break/fix tasks.
• Ability to work independently and manage time effectively.
• Excellent English written and verbal communication skills.