Job Description

Important Notice: Remote Work and Office Presence

Commprise, Inc.

is inviting candidates to join our dynamic team as a Desktop Support Technician. In this hybrid role, you will work remotely from home three (3) days a week and spend two (2) days in our Suffield, CT office. Applicants must be within commuting distance of our office. We also require candidates to have a dedicated workspace at home to ensure uninterrupted work. You will also need to have a reliable and high-speed internet connection.

We provide all other necessary technology for your role.

About Commprise

Commprise is a US-based and staffed managed IT services provider (MSP) catering to businesses in Connecticut and nationwide.

We also operate a direct-to-consumer brand, "Tech to Us," which offers remote technical support to home users and small businesses.

At Commprise, we value team members who aspire to grow with the company, and we offer excellent opportunities for career advancement.

Position Summary

As a Desktop Support Technician, you will be responsible for addressing calls, emails, and chats from potential and current clients/customers concerning technical issues. Our operation runs six days a week (closed on Sundays) with extended hours on weekdays.

Key Responsibilities

Provide remote technical support within a multi-level help desk environment. Deliver consistent high-quality technical support services and excellent customer service. Troubleshoot a range of computer, peripheral, networking, and software/hardware issues remotely. Offer accurate and efficient technical solutions to resolve customer issues. Maintain detailed and precise technical notes for each customer issue, ensuring completion before ending the contact. Promote and sell Tech to Us services to home customers when appropriate, employing a consultative, non-pushy sales approach. Consistently meet and exceed goals and service levels for customer service, technical quality, first-call resolution, efficiency, and sales. Understand the needs of business customers and possess a good grasp of business IT environments, including server and networking knowledge.

Required Knowledge and Skills

Proficiency in computer networking, encompassing wired and wireless setups, routing, DHCP, DNS, TCP/IP, and switching. Familiarity with operating systems, particularly Microsoft Windows 10 and 11, as well as mobile and tablet operating systems like Android and iOS. Knowledge of malware removal procedures. Ability to install, configure, and troubleshoot peripherals such as printers, scanners, digital cameras, and webcams. Understanding of Apple hardware and Mac OS 10.x. Excellent verbal and written communication skills. Comfortable with a consultative, non-pushy sales approach. Willingness to learn, accept constructive feedback, and maintain a goal-oriented focus. Effective multitasking, organization, and time management skills. Strong work ethic and commitment to efficiency. Company-first mindset.

Experience and Education

Minimum of 2 years of experience in a help desk or technical support role. High school diploma or GED. Completed technical coursework, an Associate's Degree, or a Bachelor's Degree in Computer, Networking, or IT-related field is preferred. Certifications such as A+, Network+, or Microsoft certifications are a plus.

Job Benefits/Perks

Paid Time Off (Vacation/Sick) 401k with company match Healthcare, Dental, and Vision Benefits Partial work-from-home Growth and advancement opportunities

Salary

Competitive salary ranging from $21.00 to $25.00 per hour, based on experience, knowledge, and abilities. Additional commission is available for eligible add-on and upgrade sales.

Application Instructions

Please submit your complete resume. We kindly request no phone calls regarding this position; emails are welcome.

Equal Opportunity Employer

Commprise, Inc is committed to providing equal employment opportunities to all employees and applicants. We do not discriminate based on race, color, national origin, religion, sex, sexual orientation, disability, age, veteran status, medical condition, genetic information, citizenship, ancestry, marital status, or any other characteristic protected by state or federal law. Commprise, Inc./Tech to Us is an equal-opportunity employer.

Job Type:

Full-time

Salary:

$21.00 - $25.00 per hour
Plus commission for eligible add-on and upgrade sales.

This document describes the position currently available. It is not an employment contract. Commprise, Inc reserves the right to modify job duties or job descriptions at any time. Tech to Us is a Commprise, Inc brand.

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Expected hours: 39 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
Application Question(s):

Do you understand that the bulk of this role is dealing with supporting home users? Businesses are supported as well, but the majority of the volume will be home users across the US.
Education:

High school or equivalent (Required)
Experience:

Technical support: 2 years (Required)
Ability to Commute:

Suffield, CT 06078 (Required)
Work Location: Hybrid remote in Suffield, CT 06078