Job Title: IT Support Specialist
Monthly Pay: $4,696 - $6,000 USD per month
Summary:
An IT support request arrives through the help desk, is reviewed, diagnosed, resolved or routed, recorded, and closed with clear notes. This Specialist sits on the IT support team and works under an IT support team lead, helping employees maintain dependable access to workplace systems and minimize interruptions to daily work. The role requires a 40-hour weekly commitment. Working days and shift times may vary. This fully remote, work from home position is based in Florida, United States, and collaborates with employees, IT support teammates, system administrators, and approved vendors through secure channels. It supports consistent technology use by giving clear guidance, addressing routine technical issues, and ensuring unresolved concerns reach the appropriate technical contact.
Job Responsibilities:
• Monitor incoming support requests from a help desk queue, email, and approved contact channels, then acknowledge each request and identify an appropriate next step.
• Verify the requester’s identity, device details, reported symptoms, urgency, and available troubleshooting information before beginning work.
• Diagnose common access, application, device, connectivity, and peripheral issues using established troubleshooting steps and approved internal resources.
• Use an IT help desk such as Freshservice to create, update, categorize, prioritize, and close service tickets with clear activity notes.
• Guide employees through practical troubleshooting actions using plain language and confirm whether the reported issue is resolved.
• Support routine account access tasks through an identity platform such as Okta while following approved access procedures.
• Record the issue, actions taken, outcome, relevant device information, and recommended next steps in each service ticket.
• Follow up with requesters when additional details, testing, or confirmation is needed before a ticket can be closed.
• Route issues requiring elevated permissions, system changes, or advanced diagnosis to system administrators or the IT support team lead.
• Share recurring issue patterns and useful troubleshooting observations with the team to improve support guidance and internal knowledge resources.
• Maintain service quality measured by accurate troubleshooting, timely turnaround, complete notes, appropriate follow-up, and clear requester communication.
Qualifications:
• High school diploma or equivalent.
• About 1-2 years of IT support, service desk, or related technical assistance experience preferred.
• Working knowledge of common workplace applications, user accounts, device settings, connectivity basics, and routine software issues.
• Familiarity with ticket-based support workflows and an IT help desk such as Freshservice preferred.
• Familiarity with identity platforms such as Okta and routine account access support preferred.
• Ability to isolate reported symptoms, follow troubleshooting guidance, test solutions, and explain steps clearly to nontechnical employees.
• Strong written and verbal communication skills for ticket updates, email responses, and remote support conversations.
• Ability to manage multiple incoming requests, organize priorities, and maintain accurate ticket notes.
• Reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
Perks & Benefits:
• Fully remote work from a home-based workspace in Florida, United States.
• Structured onboarding and training on an IT help desk such as Freshservice and an identity platform such as Okta.
• Regular check-ins with the IT support team lead for guidance, feedback, and workload alignment.
• Opportunities to build skills in technical diagnosis, support workflows, account access assistance, and employee guidance.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.