Job Description
Work Location & Requirements
This is a hybrid role: 3 days/week remote and 2 days/week in our Suffield, CT office.
Applicants must be within commuting distance of our office and must have:
• Reliable transportation to/from the office
• A dedicated, quiet home workspace
• Reliable high-speed internet (we provide the rest of your equipment)
About Commprise / Tech to Us
Commprise is a US-based and staffed managed IT services provider (MSP) serving customers in Connecticut and nationwide.
We also operate Tech to Us, a direct-to-consumer brand providing remote technical support primarily to home users (and secondarily to very small businesses).
We value team members who aspire to grow with the company and offer opportunities for advancement for strong performers.
Position Summary
You will handle inbound calls, emails, and chats from home users (primary) and very small businesses (secondary) who need technical help. This role is focused on resolving end-user issues remotely, communicating clearly with non-technical customers, and documenting work accurately.
Our operation runs six (6) days per week (closed Sundays) with extended weekday hours.
This is not an entry-level “we’ll train you on everything” role. We provide onboarding and ongoing coaching, but you must already be comfortable troubleshooting common consumer and small-office technology independently.
Who This Role Is (and Is Not) For
Great fit if you enjoy:
• Helping everyday users who may be anxious, frustrated, or non-technical
• Solving a wide variety of practical issues (PC performance, Wi-Fi, printers, malware, accounts, software installs)
• Explaining steps clearly and calmly while keeping control of the interaction
Not a fit if you’re mainly looking for:
• A path into network administration as the primary focus
• Hands-on server builds, infrastructure projects, or onsite network rollouts
• A B2B-only help desk environment with internal users and standardized stacks
• A “train me in all areas from scratch” position
Key Responsibilities
• Provide remote technical support within a multi-level help desk environment
• Deliver consistent, high-quality technical support and excellent customer service
• Troubleshoot a range of computer, peripheral, networking, and software/hardware issues remotely
• Provide accurate and efficient technical solutions and clear next steps
• Maintain detailed, complete technical notes for each issue before ending the interaction
• Meet service expectations for customer experience, technical quality, first-contact resolution, and efficiency
• Identify when an issue should be escalated and provide strong documentation for the next level
The “Sales” Part (Small, but Required)
This role is not sales-centric. However, you must be comfortable making service recommendations when they genuinely help the customer.
What this looks like:
• Identifying needs during support (e.g., security gaps, backup, support coverage, device health)
• Explaining options clearly and respectfully
• Offering Tech to Us add-ons/upgrades when appropriate
• No cold calling. No pushy tactics. Support quality comes first.
You’ll be successful if you can confidently say:
“I’m here to fix the issue—and if there’s an option that prevents it from happening again, I’ll explain it and let the customer choose.”
Required Technical Knowledge & Skills (Must Have)
This role requires prior hands-on troubleshooting experience across Windows, home networking, and peripherals. It is not designed as a “learn these areas from scratch” training position.
You should be able to troubleshoot the following without needing step-by-step training:
Windows (Core)
• Windows 10/11 troubleshooting: user profiles, startup/performance issues, updates, drivers, Device Manager, Safe Mode, recovery options
• Common application support and troubleshooting: Microsoft 365, browsers, password managers, VPN clients, backup/sync tools (e.g., OneDrive/Google Drive), Zoom/Teams
• Basic security best practices and account troubleshooting (MFA/login issues, suspicious activity triage)
Home / SOHO Networking (Core)
• Diagnose Wi-Fi issues end-to-end: signal/interference, channel congestion, mesh systems, extender issues, placement problems
• Router/modem fundamentals: reboots/resets, firmware updates, ISP handoff, DHCP vs static IP, gateway/subnet basics
• DNS troubleshooting (including “internet works but websites don’t”), flushing/renewing, testing alternate DNS
• Ability to guide a home user through router UI/app-based settings when needed
Hardware & Peripherals (Core)
• Printers: installation, drivers, spooler/queue issues, offline problems, Wi-Fi printing, scanning setup
• Common peripherals: webcams, headsets, docking stations, external monitors, USB devices, Bluetooth devices
Security / Malware (Core)
• Recognize common signs of malware/adware/PUAs and perform safe remediation
• Strong understanding of safe browsing practices, MFA, password hygiene, and basic endpoint hardening
• Familiarity with Windows security features and common consumer antivirus tools
Accounts & Cloud Basics (Core)
• Microsoft account vs local account concepts; basic Apple ID and Google account troubleshooting
• Email troubleshooting fundamentals (Outlook and webmail concepts, authentication/sync issues)
• MFA resets/recovery guidance and common login problems
macOS (Required Baseline)
• Comfortable with macOS basics: installs/uninstalls, permissions prompts, system settings, Wi-Fi, printers, common application troubleshooting
(You do not need to be a Mac expert, but you must be able to support common Mac user issues.)
Remote Support & Communication (Core)
• Confident using remote access tools and guiding customers clearly through steps
• Strong triage skills (asking the right questions quickly and controlling the pace)
• Excellent written/verbal communication and customer service skills
• Strong ticket documentation: problem statement, steps taken, resolution, and next steps
Professional Skills
• Comfortable receiving coaching/feedback and working toward measurable goals
• Effective multitasking, organization, and time management
• Dependable, consistent, and efficient; strong work ethic
Nice to Have (Not Required)
• Experience supporting very small businesses (domains, shared drives/NAS, simple office networks)
• Familiarity with ticketing systems, RMM tools, or managed antivirus consoles
• Certifications (A+, Network+, Microsoft certs) are a plus but do not replace hands-on troubleshooting ability
Experience & Education
• 2+ years of experience in help desk or technical support (or equivalent hands-on experience)
• High school diploma or GED required
• Associate’s or Bachelor’s degree in IT/Networking/Computer field preferred
Benefits
• Paid Time Off (Vacation/Sick)
• 401(k) with company match
• Health, Dental, Vision insurance
• Hybrid schedule (partial work-from-home)
• Growth and advancement opportunities
Pay
$21.00–$25.00 per hour, based on experience, knowledge, and abilities
Additional commission available for eligible add-on and upgrade sales
How to Apply
Submit a complete resume. 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, ****** 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.
Disclaimer
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.
Pay: $21.00 - $25.00 per hour
Expected hours: 38.0 – 40.0 per week
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
Work Location: Hybrid remote in Suffield, CT 06078
Report this listing
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This is a hybrid role: 3 days/week remote and 2 days/week in our Suffield, CT office.
Applicants must be within commuting distance of our office and must have:
• Reliable transportation to/from the office
• A dedicated, quiet home workspace
• Reliable high-speed internet (we provide the rest of your equipment)
About Commprise / Tech to Us
Commprise is a US-based and staffed managed IT services provider (MSP) serving customers in Connecticut and nationwide.
We also operate Tech to Us, a direct-to-consumer brand providing remote technical support primarily to home users (and secondarily to very small businesses).
We value team members who aspire to grow with the company and offer opportunities for advancement for strong performers.
Position Summary
You will handle inbound calls, emails, and chats from home users (primary) and very small businesses (secondary) who need technical help. This role is focused on resolving end-user issues remotely, communicating clearly with non-technical customers, and documenting work accurately.
Our operation runs six (6) days per week (closed Sundays) with extended weekday hours.
This is not an entry-level “we’ll train you on everything” role. We provide onboarding and ongoing coaching, but you must already be comfortable troubleshooting common consumer and small-office technology independently.
Who This Role Is (and Is Not) For
Great fit if you enjoy:
• Helping everyday users who may be anxious, frustrated, or non-technical
• Solving a wide variety of practical issues (PC performance, Wi-Fi, printers, malware, accounts, software installs)
• Explaining steps clearly and calmly while keeping control of the interaction
Not a fit if you’re mainly looking for:
• A path into network administration as the primary focus
• Hands-on server builds, infrastructure projects, or onsite network rollouts
• A B2B-only help desk environment with internal users and standardized stacks
• A “train me in all areas from scratch” position
Key Responsibilities
• Provide remote technical support within a multi-level help desk environment
• Deliver consistent, high-quality technical support and excellent customer service
• Troubleshoot a range of computer, peripheral, networking, and software/hardware issues remotely
• Provide accurate and efficient technical solutions and clear next steps
• Maintain detailed, complete technical notes for each issue before ending the interaction
• Meet service expectations for customer experience, technical quality, first-contact resolution, and efficiency
• Identify when an issue should be escalated and provide strong documentation for the next level
The “Sales” Part (Small, but Required)
This role is not sales-centric. However, you must be comfortable making service recommendations when they genuinely help the customer.
What this looks like:
• Identifying needs during support (e.g., security gaps, backup, support coverage, device health)
• Explaining options clearly and respectfully
• Offering Tech to Us add-ons/upgrades when appropriate
• No cold calling. No pushy tactics. Support quality comes first.
You’ll be successful if you can confidently say:
“I’m here to fix the issue—and if there’s an option that prevents it from happening again, I’ll explain it and let the customer choose.”
Required Technical Knowledge & Skills (Must Have)
This role requires prior hands-on troubleshooting experience across Windows, home networking, and peripherals. It is not designed as a “learn these areas from scratch” training position.
You should be able to troubleshoot the following without needing step-by-step training:
Windows (Core)
• Windows 10/11 troubleshooting: user profiles, startup/performance issues, updates, drivers, Device Manager, Safe Mode, recovery options
• Common application support and troubleshooting: Microsoft 365, browsers, password managers, VPN clients, backup/sync tools (e.g., OneDrive/Google Drive), Zoom/Teams
• Basic security best practices and account troubleshooting (MFA/login issues, suspicious activity triage)
Home / SOHO Networking (Core)
• Diagnose Wi-Fi issues end-to-end: signal/interference, channel congestion, mesh systems, extender issues, placement problems
• Router/modem fundamentals: reboots/resets, firmware updates, ISP handoff, DHCP vs static IP, gateway/subnet basics
• DNS troubleshooting (including “internet works but websites don’t”), flushing/renewing, testing alternate DNS
• Ability to guide a home user through router UI/app-based settings when needed
Hardware & Peripherals (Core)
• Printers: installation, drivers, spooler/queue issues, offline problems, Wi-Fi printing, scanning setup
• Common peripherals: webcams, headsets, docking stations, external monitors, USB devices, Bluetooth devices
Security / Malware (Core)
• Recognize common signs of malware/adware/PUAs and perform safe remediation
• Strong understanding of safe browsing practices, MFA, password hygiene, and basic endpoint hardening
• Familiarity with Windows security features and common consumer antivirus tools
Accounts & Cloud Basics (Core)
• Microsoft account vs local account concepts; basic Apple ID and Google account troubleshooting
• Email troubleshooting fundamentals (Outlook and webmail concepts, authentication/sync issues)
• MFA resets/recovery guidance and common login problems
macOS (Required Baseline)
• Comfortable with macOS basics: installs/uninstalls, permissions prompts, system settings, Wi-Fi, printers, common application troubleshooting
(You do not need to be a Mac expert, but you must be able to support common Mac user issues.)
Remote Support & Communication (Core)
• Confident using remote access tools and guiding customers clearly through steps
• Strong triage skills (asking the right questions quickly and controlling the pace)
• Excellent written/verbal communication and customer service skills
• Strong ticket documentation: problem statement, steps taken, resolution, and next steps
Professional Skills
• Comfortable receiving coaching/feedback and working toward measurable goals
• Effective multitasking, organization, and time management
• Dependable, consistent, and efficient; strong work ethic
Nice to Have (Not Required)
• Experience supporting very small businesses (domains, shared drives/NAS, simple office networks)
• Familiarity with ticketing systems, RMM tools, or managed antivirus consoles
• Certifications (A+, Network+, Microsoft certs) are a plus but do not replace hands-on troubleshooting ability
Experience & Education
• 2+ years of experience in help desk or technical support (or equivalent hands-on experience)
• High school diploma or GED required
• Associate’s or Bachelor’s degree in IT/Networking/Computer field preferred
Benefits
• Paid Time Off (Vacation/Sick)
• 401(k) with company match
• Health, Dental, Vision insurance
• Hybrid schedule (partial work-from-home)
• Growth and advancement opportunities
Pay
$21.00–$25.00 per hour, based on experience, knowledge, and abilities
Additional commission available for eligible add-on and upgrade sales
How to Apply
Submit a complete resume. 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, ****** 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.
Disclaimer
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.
Pay: $21.00 - $25.00 per hour
Expected hours: 38.0 – 40.0 per week
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
Work Location: Hybrid remote in Suffield, CT 06078
Report this listing
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💡 Quick Summary
Seeking a career-building opportunity? The Desktop Support Technician (Hybrid) position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Connecticut offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
