02. IT Support Specialist | Fully Remote | USD Payments

Voxidea seeks an IT Support Specialist whose primary responsibility is to serve as the first point of contact for employees experiencing technical issues, providing timely and effective support through phone, email, chat, and remote-support tools. The Specialist will diagnose and resolve hardware, software, application, connectivity, and account-related issues remotely, escalating more complex situations to the appropriate level of support when necessary.

The Specialist will follow up with users to ensure successful problem resolution and maintain accurate documentation of all support requests and resolutions in the Help Desk ticketing system. Additional responsibilities include assisting with remote workstation configuration, software installation and deployment, mobile devices, application testing, user onboarding and offboarding, and virtual meeting technology. The Specialist will also contribute solutions and documentation to the internal knowledge base and participate in IT projects and continuous improvement initiatives.

Essential responsibilities include:

• Respond to requests for technical assistance via phone, email, chat, and remote-support platforms.
• Serve as the first point of contact for employees experiencing technical issues.
• Identify, troubleshoot, and resolve hardware, software, application, connectivity, and access-related issues remotely.
• Identify situations requiring urgent attention and escalate issues to the appropriate IT resource when necessary.
• Provide remote assistance with workstation configuration, operating systems, applications, peripherals, and mobile devices.
• Assist users with Microsoft Windows, Microsoft 365, Outlook, Teams, Zoom, WebEx, and other business applications.
• Support user account management, including basic Active Directory tasks such as password resets, account updates, and access troubleshooting.
• Assist with PC imaging, device provisioning, software deployment, and endpoint management using tools such as Microsoft Intune.
• Provide remote support for iPhone, Android, and other mobile devices, including troubleshooting and Mobile Device Management (MDM).
• Troubleshoot basic networking and connectivity issues, including VPN, Wi-Fi, DNS, and other common remote-work connectivity problems.
• Support virtual meetings and collaboration technologies, including troubleshooting audio, video, screen-sharing, and connectivity issues.
• Log, track, and document all support requests and resolutions in the Help Desk ticketing system.
• Follow established Help Desk procedures and recommend improvements to support processes and documentation.
• Proactively identify recurring technical issues and opportunities for process improvement.
• Create and maintain technical documentation, troubleshooting guides, and knowledge-base articles.
• Participate in technology projects, system implementations, testing, and other IT initiatives.
• Engage in formal and informal knowledge transfer with team members and end users.
• Build and maintain productive relationships with employees while providing professional and responsive remote support.
• Stay current with system information, software updates, security requirements, and technology changes.
• Work independently while maintaining effective communication and collaboration within a fully remote IT team.

Requirements

• A minimum of two (2) years of experience in Help Desk or IT Support, preferably within a law firm or professional services organization.
• A college degree in Information Systems, Information Technology, Computer Science, or a related field is strongly preferred; equivalent professional experience will be considered.
• Proficiency with Microsoft desktop operating systems, including Windows 10/11, and Microsoft Office/Microsoft 365.
• Experience supporting Microsoft Outlook and Microsoft 365 in an Exchange environment.
• Experience with PC imaging, device provisioning, and software deployment tools, preferably Microsoft Intune.
• Working knowledge of mobile devices, including iPhone and Android, and Mobile Device Management (MDM) solutions.
• Experience with remote troubleshooting and remote-support tools.
• Basic knowledge of Active Directory and user account administration.
• Working knowledge of VoIP phone systems.
• Fundamental knowledge of networking concepts and troubleshooting, including VPN, Wi-Fi, and common connectivity issues.
• Experience with Help Desk ticketing systems.
• Experience supporting virtual meeting and collaboration platforms such as Microsoft Teams, Zoom, and WebEx.
• Familiarity with document management systems such as iManage is a plus.
• Experience with applications commonly used in legal or professional services environments, such as Kofax, Adobe Acrobat, CRM platforms, or Litera, is a plus.
• Working knowledge of VMware and virtual environments is a plus.
• Familiarity with Mimecast is a plus.
• Strong written and verbal communication skills.
• Strong customer service and problem-solving skills.
• Ability to prioritize multiple support requests and manage competing deadlines in a remote environment.
• Ability to work independently with minimal supervision while maintaining strong communication and accountability.
• Comfortable providing technical assistance to users with varying levels of technical knowledge.

Benefits

Biweekly Payments – Guaranteed, no deductions

Long-Term Opportunities – Stable, growth-oriented career path

Fully Remote – Work from anywhere

Paid Time Off – 2 weeks PTO + U.S. holiday recognition

Wellness Support – In-house psychological and wellness coaching

Professional Growth – Free training, language programs, and coaching

Exclusive Learning Access – 200+ continuous improvement courses