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
Remote Help Desk / IT Support Specialist • Boston, Massachusetts
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