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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.

Responsibilities

• Handle incoming support tickets through tools like Zendesk, Jira, or ServiceNow and ensure resolution.
• 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 clear documentation and maintain the internal knowledge base to prevent recurring issues.
• Escalate complex or recurring problems to the appropriate team with context.

Requirements

• 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.
• Ability to explain technical issues in plain language.
• Comfortable working independently and managing your own workload.

Skills

• Zendesk
• Jira
• ServiceNow
• Windows
• macOS
• Active Directory
• Microsoft 365
• VPN
• DNS
• TCP/IP

Location

• Remote (United States)

Work Type

• Fully Remote
• Full-time

Experience Level

• Junior

Salary/Compensations

• $25–$30/hour