IT Support Specialist
Department: Information Technology
Employment Type: Full Time
Location: Remote
Reporting To: Henry Esparza
Compensation: $21.00 - $26.00 / hour
Description
We are a cloud-first company in the financial services industry with a fully distributed workforce. There is no office to walk to, no data center, and no servers of our own. Everything runs on Microsoft Azure and Microsoft 365, and every person we support is working from home.
This is our front line. Most of what reaches you is hardware and connectivity — a printer that stopped working, a headset cutting out mid-call, a laptop that won't come back from sleep, home wifi that drops during a client call. The rest is accounts and access. You'll resolve most of it yourself and escalate the rest with enough detail that the next person doesn't have to start over.
Hours are Monday through Friday, 8:00 AM to 5:00 PM Pacific.
This is a hands-on support role, not a systems administration role. It is a real seat with real ownership, and the right person will learn a modern cloud stack from the inside.
Key Responsibilities
- Own the ticket queue: intake, triage, resolution, and follow-through until the user confirms they're working
- Troubleshoot the hardware people work on all day — laptops, docks, monitors, webcams, keyboards — diagnosing failures on equipment you cannot physically touch
- Solve headset problems end to end: pairing, firmware, USB versus Bluetooth, audio device selection, microphone levels, and the call that sounds fine to the user but not to the client
- Support home printers — driver installs, wireless setup, offline queues, scan-to-email — across whatever equipment people already own
- Work home network connectivity issues: wifi versus wired, router placement, bandwidth contention, ISP problems, and our remote access client — including knowing when the answer is the user's own internet, and saying so in a way that lands well
- Troubleshoot softphone and VoIP call quality, including audio routing and the home network conditions that degrade calls
- Configure and ship laptops, headsets, and peripherals, handle returns and replacements, and keep asset records accurate
- Support user accounts in Microsoft Entra ID — password and MFA resets, group membership, license assignment, and reading sign-in logs well enough to describe what actually failed
- Handle Exchange Online requests — shared mailbox and calendar permissions, distribution list membership, delegate access, quarantined mail
- Onboard and offboard employees: account creation, group and application access, laptop shipment and enrollment, and clean, complete offboarding
- Write documentation as you go — knowledge base articles and clear ticket notes that make the next occurrence faster to solve
Skills, Knowledge & Expertise
- Real experience fixing hardware and peripherals for people who are not in front of you — laptops, printers, headsets, docks, and the assorted equipment remote workers buy themselves
- Home network troubleshooting: wifi, routers, ISP issues, VPN or remote access clients, and the ability to isolate whether the problem is the device, the network, or the internet service
- Experience troubleshooting VoIP or softphone audio and call quality, and USB or Bluetooth headsets
- Comfortable troubleshooting both Windows and macOS laptops
- Hands-on experience in a cloud-only Microsoft tenant — your day-to-day work is in Azure and Microsoft 365, not on a server you can walk to
- Microsoft Entra ID: create a user, reset an MFA method, add someone to a security or Microsoft 365 group, assign a license, and read a sign-in log well enough to say why a login failed
- Exchange Online: shared mailbox and calendar permissions, distribution group membership, delegate access, message trace, and releasing mail from quarantine
- Experience working a ticketing system, with the discipline to document as you work
- Clear written communication and the patience to explain a fix without condescension
- A reliable home workspace and internet connection
Helpful, not required
- Microsoft Intune, or any MDM for macOS
- Freshservice or a comparable ITSM platform
- Webex, Teams, or another enterprise calling platform
- Salesforce user administration
- Basic PowerShell, or genuine interest in learning it
- MS-900, AZ-900, or CompTIA A+
We care more about how you troubleshoot than how many years you've done it. One to two years in a help desk or desktop support role is typical for this seat, but a strong candidate with less experience and clear reasoning will get a fair look.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
