IT Help Desk Specialist - Remote

IT Help Desk Specialist

- Location:

Remote. International applicants welcome.

- Schedule:

Monday to Friday, 7:30 AM to 3:30 PM US Central Time

- Type:
Full-time independent contractor

We run sales and support teams across several health and wellness brands. Everything they do runs on Salesforce, a cloud phone system and a business texting platform. When something breaks, you're the one who fixes it.

You'll be the first point of contact for 150+ users: their accounts, their phone setup and their support tickets. You'll elevate only what truly needs a system change.

This role is built for someone who doesn't need to be managed. There's no daily task list handed to you. Your work lives on a dashboard that shows every open ticket, pending request and system alert, and your goal is to keep it empty.

• - Starts the day by checking the dashboard, not by waiting for direction
• - Figures things out before asking
• - Manages their own time and priorities, and knows what's urgent and what can wait until the afternoon
• - Follows through without reminders and closes the loop with the person who asked
• - Can be trusted with admin access to the tools the whole company depends on

If you do your best work with clear ownership and little supervision, this is that job.

• - Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts
• - Resolve most support tickets yourself, and escalation the rest with the investigation already done
• - Set up and remove user accounts across Salesforce, Vonage, SMS Magic and our other tools as people join, change roles or leave
• - Troubleshoot calling, callback and voicemail issues with agents, and work with Vonage support on open cases
• - Manage our business phone numbers: assignments, releases, and requesting spam-label removal with the carriers (AT&T, Verizon, T-Mobile)
• - Maintain users and numbers in our business texting platform
• - Process requests to delete call recordings under our privacy process
• - Correct sales and order records when automated checks flag a mismatch

• - 2+ years in IT help desk, technical support or contact center support
• - Salesforce experience strongly preferred, especially managing users, permissions and records
• - Strong troubleshooting skills: you can take a vague "it's not working," find the cause, and fix it or explain it clearly
• - A track record of working independently: self-motivated, organized and good at managing your own time
• - Excellent written and spoken English; most communication is written, in tickets and Slack
• - Reliable internet and a quiet workspace for the full 7:30 to 3:30 CT schedule

• - Salesforce Administrator certification
• - Vonage Contact Center (VCC) or another cloud contact center platform
• - SMS platforms, telecom or phone number management
• - Experience supporting sales teams