Help Desk / IT Support Specialist

About the Role

We are looking for a Help Desk / IT Support Specialist to join our US team. You will be the first point of contact when something breaks, something does not load, or someone cannot get in. Your job is to get people back on track quickly and make sure nothing falls through the cracks. This is a fully remote position open to candidates anywhere in the United States.

What You Will Do

• Handle incoming support tickets through tools like Zendesk, Jira, or ServiceNow and make sure every one of them gets resolved

• Troubleshoot hardware, software, and connectivity issues across Windows and macOS environments

• Manage user accounts and access permissions using Active Directory and Microsoft 365

• Support networking issues including VPN connectivity, DNS, and basic TCP/IP troubleshooting

• Write up clear documentation and keep the internal knowledge base up to date so issues do not repeat

• Escalate complex or recurring problems to the right team with context included

What We Are Looking For

• At least 1 year of experience in IT support or a helpdesk role

• Hands-on experience with Windows and macOS

• Familiarity with at least one ticketing system (Zendesk, Jira, or ServiceNow)

• Basic understanding of networking: VPN, DNS, TCP/IP

• You can explain technical issues in plain language without making people feel bad for asking

• Comfortable working independently and staying on top of your queue without someone checking in constantly

Salary: $25–$30/hour

Location: Remote

Seniority Level: Junior