Remote Desktop Support Representative at Pittsburgh… · Remote

Summary: Pittsburgh Winsupply - Fire Sprinklers & Fabrication is seeking a Remote Desktop Support Representative to provide first-level technical assistance to users working remotely. The role focuses on troubleshooting computer, software, connectivity, peripheral, and access issues; guiding users through solutions; documenting tickets; monitoring requests; and escalating complex problems to the appropriate IT team.

Responsibilities:
- Respond to incoming desktop support requests through ticketing systems, email, chat, or approved support channels
- Troubleshoot common computer, software, peripheral, connectivity, and access-related issues
- Guide users through step-by-step troubleshooting procedures
- Assist with routine password, account access, application, and configuration requests
- Document reported issues, troubleshooting steps, resolutions, and follow-up requirements
- Monitor open support tickets and provide timely updates to users
- Escalate issues requiring advanced technical assistance to the appropriate IT team
- Help users understand basic technology procedures and workplace applications
- Maintain accurate technical support records and update ticket statuses
- Follow established IT support, security, documentation, and escalation procedures
- Assist with maintaining internal troubleshooting resources and knowledge documentation

Required Qualifications:
- Familiarity with common desktop operating systems, software applications, and computer hardware
- Strong troubleshooting and problem-solving abilities
- Excellent written and verbal communication skills
- Ability to explain technical information to users with different levels of technical knowledge
- Comfortable working with help desk platforms, ticketing systems, remote support tools, and business applications
- Strong attention to detail when documenting technical cases
- Ability to prioritize multiple support requests and manage follow-up effectively
- Patient, professional, and service-oriented approach

Preferred Qualifications:
- Previous desktop support, IT help desk, technical support, or service desk experience is preferred

Required Skills: Desktop Operating Systems, Software Applications, Computer Hardware, Help Desk Platforms, Ticketing Systems, Remote Support Tools, Business Applications, Explain Technical Information, Written and Verbal Communication

Benefits: Fully remote desktop support position, Paid technical training and onboarding, Flexible scheduling options, Opportunities to develop technical support skills, Long-term career growth and advancement opportunities