IT Support Representative

Monthly Pay: $4,696 - $6,000 USD per month

This role resolves routine technology questions from users through phone, email, and chat. It matters because clear step-by-step support helps users return to their work and keeps technical requests moving. The representative sits on the IT support team and works under an IT support team lead. The role works with users, technical specialists, and system administrators to clarify issues and share updates.

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

• Monitor incoming technical requests from an IT help desk such as Jira Service Management, including calls, emails, chat messages, and submitted tickets, while sorting requests by stated urgency and service impact.
• Verify user details, device type, operating environment, issue symptoms, and prior steps before beginning support, and confirm the best way to provide updates.
• Use an identity platform such as Okta to assist with permitted account access requests and password reset steps.
• Use a remote support tool such as Team Viewer to view reported issues when authorized and guide users through practical checks while keeping the user informed throughout each session.
• Record actions taken, troubleshooting results, user updates, and next steps in each ticket with clear, complete notes.
• Search approved knowledge resources for relevant instructions, share accurate solutions with users in plain language, and identify patterns that may need broader technical review.
• Follow up on open requests to confirm whether the issue is resolved or additional support is needed, and document the user's confirmation in the ticket.
• Escalate unresolved, recurring, access-related, or higher-impact issues to technical specialists or system administrators with full ticket details.
• Meet quality expectations through accurate troubleshooting, timely turnaround, complete notes, and reliable follow-up.

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Ability to follow step-by-step troubleshooting instructions, compare reported symptoms with approved guidance, and explain technical information in plain language.
• Ability to learn account access workflows using an identity platform such as Okta.
• Ability to handle routine remote assistance using a remote support tool such as Team Viewer.
• Clear written and verbal communication when assisting users, asking focused questions, and sharing issue details with technical colleagues.
• Ability to stay organized when handling multiple incoming requests and following established support procedures.
• Reliable computer, high-speed internet, quiet private workspace, and availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Utah, United States.
• Structured onboarding and training on Jira Service Management, Okta, and Team Viewer.
• Regular check-ins with the IT support team lead.
• Opportunities to build skills in hardware diagnostics, network configuration, user guidance, and ticket documentation.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.