Technical Support Specialist - Remote
About the Company
OnSite Dealer Solutions provides technology solutions, including its proprietary web-based SERV platform, to support business operations and users across its network.
About the Role
OnSite Dealer Solutions is seeking an IT Technical Support Specialist to provide remote technical assistance to employees, field staff, and approved external users. The role covers routine user support, advanced troubleshooting, daily IT operations, and support for the company's SERV platform. Reporting directly to IT leadership, the specialist will manage support requests independently, document technical issues and resolutions, and escalate complex problems when necessary. The position also involves user onboarding, platform training, equipment deployment, and ongoing improvements to IT support processes.
Key Responsibilities
Provide remote technical support using computer applications and remote-access tools. Receive, document, prioritize, and resolve support requests through the company's ticketing system. Troubleshoot computers, operating systems, business applications, mobile devices, printers, and peripherals. Perform basic network and connectivity troubleshooting involving wired and wireless connections, VPN access, authentication, and user access. Support employee onboarding, offboarding, role changes, account provisioning, access management, and equipment deployment or recovery. Assist users with setup, configuration, navigation, and basic troubleshooting for SERV and other company-supported platforms. Support system demonstrations, user training, onboarding sessions, and technical walkthroughs. Create and maintain technical procedures, troubleshooting guides, and knowledge-base documentation. Communicate clearly and professionally with employees, leadership, customers, and other supported users. Identify issues requiring escalation and document the troubleshooting steps already completed. Help improve support processes, ticket workflows, documentation, and service delivery practices. Manage multiple support requests and priorities while meeting deadlines and following through on assigned responsibilities. Required Qualifications 1–2 years of relevant IT support experience. Experience providing remote technical support to end users. Experience using an IT ticketing or service-management system. Working knowledge of IT principles, support practices, operating systems, computer hardware, business applications, and basic networking. Strong troubleshooting, organizational, and problem-solving skills. Clear verbal and written communication skills. Ability to accurately document technical issues, resolutions, and procedures. Ability to manage multiple priorities in a fast-paced environment. Ability to work independently and recognize when issues require escalation. Professional judgment and discretion when handling sensitive systems, data, and user concerns.
Preferred Qualifications
Associate degree in Information Technology, Computer Science, or a related field. Entry-level IT certifications. Location and Work Arrangement Work arrangement: Remote. Travel: Occasional in-state and out-of-state travel to dealership locations or company sites. Travel may involve deployments, on-site technical support, training, office visits, and other business initiatives. Travel will typically be scheduled in advance when feasible. Physical Requirements The position is primarily sedentary but may occasionally require lifting or moving computer equipment and related materials weighing up to 40 pounds.