IT Support Specialist

An IT support request arrives, gets assessed, moves through focused troubleshooting, and closes with a verified solution and clear notes. This specialist sits within the IT support team and works under an IT support team lead to restore access and keep everyday business applications usable. The role works with employees, system administrators, and other support specialists to resolve issues or arrange the right handoff.

This contract position is fully remote, with work from home in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Review incoming requests from the ticket queue, email, and calls using a IT help desk such as Service Now, identifying reported symptoms, affected applications, and urgency.
• Confirm the employee's issue, business impact, and troubleshooting already attempted before choosing the next steps and setting clear expectations for updates throughout the request.
• Record error messages, application versions, connection details, and relevant system changes in the ticket, keeping sensitive credentials out of notes and shared conversations.
• Troubleshoot desktop application errors, sign-in difficulties, peripheral connection issues, and basic network connectivity problems through clear, sequential checks conducted entirely remotely with the employee.
• Guide employees through approved fixes using a remote access tool such as Any Desk when appropriate, obtaining permission before viewing or controlling their desktop session.
• Check basic TCP/IP settings and VPN connectivity, compare symptoms with available support guidance, and distinguish individual workstation issues from broader service interruptions.
• Escalate unresolved incidents, access issues requiring administrator action, and suspected widespread interruptions to system administrators or the IT support team lead with complete diagnostic notes.
• Follow up with employees and assigned technical contacts when testing is pending, additional information is needed, or a previously agreed update is due.
• Verify that the employee can resume the affected task, explain any approved next steps, and close the ticket with the resolution and confirmation recorded.
• Maintain troubleshooting guidance from resolved requests; quality is judged through diagnostic accuracy, turnaround, complete notes, appropriate escalation, and dependable follow-up through ticket closure.

• High school diploma or equivalent.
• About 1-2 years of experience in IT support or a technical service desk environment preferred, including direct assistance to employees working remotely.
• Understanding of IT service management, incident management, request prioritization, and the difference between restoring service and referring an issue for deeper investigation.
• Familiarity with desktop applications, basic computer hardware troubleshooting, software troubleshooting, TCP/IP concepts, and VPN connections used in everyday remote work.
• Ability to use ticket queues and remote access tools responsibly while following approved access procedures and protecting employee information during support sessions.
• Clear written and verbal communication, including explaining technical steps to nontechnical employees and preparing concise escalation notes for administrators.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for remote troubleshooting conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

• Fully remote work supporting employees from a home workspace in Utah.
• Structured onboarding and training on a IT help desk such as Service Now and a remote access tool such as Any Desk.
• Regular check-ins with the IT support team lead for guidance and feedback.
• Practical development in incident assessment, remote troubleshooting, technical explanations, and resolution documentation.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.