If you’re looking to break into IT support or grow your help desk experience from home, this role offers hands-on troubleshooting, steady pay, and a clear structure. Marco Technologies is known for its strong service culture and long-term stability — making this a solid entry-to-mid-level remote IT opportunity.
💼 Employment Type: Full-Time
📍 Location: Remote (U.S. – select states)
Eligible states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI
💬 Job Overview
Marco Technologies is hiring a Rapid Resolution Specialist to support its Managed IT clients through a remote Tier 1 Help Desk environment. In this role, you’ll serve as a first point of contact for incoming IT issues — responding to calls, emails, alerts, and service requests while determining issue severity and routing or resolving problems efficiently.
This position is ideal for individuals with strong customer service skills and foundational IT knowledge who enjoy fast-paced troubleshooting and structured support workflows. You’ll play a key role in maintaining client satisfaction while building real-world IT support experience.
📋 Key Responsibilities
Respond to inbound client calls, emails, system alerts, and service requests in a timely manner.
Serve as a primary resource within the inbound IT contact center for Managed IT clients.
Determine problem severity, establish priorities, and assign service requests appropriately.
Log and document client issues accurately within the service request system.
Provide clients with clear status updates and estimated resolution times.
Perform basic to intermediate troubleshooting for break/fix issues.
Support move, add, and change (MAC) requests.
Verify system and application functionality to identify proper resolution paths.
Maintain accurate client contact and database information.
Follow established IT operations procedures and best practices.
Complete documentation, time entry, and administrative requirements accurately and on time.
Participate in required meetings and adhere to company policies and procedures.
🧩 Requirements
High school diploma with at least 2 years of relevant experience OR an associate degree (or equivalent combination).
Previous IT or technical support experience preferred.
Strong customer service and phone communication skills.
Proficiency with Microsoft Office, Outlook, and collaboration tools.
Excellent verbal and written communication skills.
Strong organizational and time-management abilities.
Ability to analyze information and prioritize tasks in a fast-paced environment.
Detail-oriented with strong follow-through skills.
Comfortable working collaboratively in a client-focused remote team.
✨ Why You’ll Love This Job
This role offers competitive hourly pay, performance-based bonuses, and real exposure to IT support operations — all from home. Marco Technologies brings over 50 years of industry experience, a strong employee-focused culture, and opportunities to grow your technical skill set within a stable organization.
🌟 Who This Job Is Perfect For
Entry-to-mid-level IT professionals building hands-on support experience.
Customer service professionals transitioning into IT or technical roles.
Remote workers who enjoy structured environments and clear workflows.
Candidates who thrive in fast-paced, service-driven teams.
Individuals looking for long-term growth in IT support or managed services.
🏢 About the Company
Marco Technologies is a business technology leader offering IT services, cloud solutions, managed services, print solutions, and communications systems. With over 50 years in the industry, Marco is known for its Gold Standard Culture, strong client partnerships, and commitment to employee development and community involvement.
🚀 How to Apply
You’ll be redirected to Marco Technologies’ official career page to submit your application.
