- Experience
- 1–3 yrs
- Salary
- USD 15 – USD 15 / hour
- Openings
- 1
- Posted
- 3 weeks ago
- Work mode
- Work from home
- Eligibility
- Candidates who have 1 to 3 years of IT support, service desk, or help desk experience and are comfortable providing phone-based technical support can apply.
- Resume
- Required to apply
Job description
Job Overview
This contract position is for a remote Tier 0.5 / Tier 1 IT Support Specialist who can manage a busy queue of support requests while staying focused on customer service. The role calls for someone with strong verbal communication, comfort on phone calls, and the ability to troubleshoot everyday IT problems efficiently. Dependability, initiative, and cost-consciousness are also important for success in this role.
Key Responsibilities
- Deliver initial IT assistance through phone, email, chat, and ticketing tools.
- Respond to incoming support calls and resolve technical problems while maintaining a high level of customer service.
- Diagnose and fix common hardware, software, and network connectivity issues for users.
- Help with password resets, locked accounts, email-related problems, printer issues, VPN access, and application support.
- Route issues that cannot be solved at the first level to the appropriate support team.
- Log, track, and update tickets in the IT service management platform.
- Support Windows troubleshooting, Microsoft Office and Microsoft 365 issues, and basic network diagnostics.
- Provide remote assistance through remote desktop tools and follow standard troubleshooting workflows.
- Keep clear records of incidents, actions taken, and final resolutions.
- Follow up promptly with users and work to sustain strong customer satisfaction.
Required Skills & Qualifications
- At least 1 to 3 years of experience in IT support, service desk, or help desk roles.
- Strong spoken communication skills and confidence handling technical support over the phone.
- Good understanding of first-level troubleshooting approaches.
- Hands-on experience with Windows operating systems, printers, email clients, and commonly used business software.
- Basic familiarity with Active Directory, user access administration, and password handling.
- Exposure to ticketing tools such as ServiceNow, Jira Service Management, or similar systems.
- Working knowledge of core networking topics such as DNS, VPN, Wi-Fi, TCP/IP, and remote access troubleshooting.
- Ability to work independently, stay reliable, and require little supervision.
- Strong analytical ability with a customer-first approach.
Additional Information
This is a remote contract role based in the United States. The pay rate is $15 per hour.