Desktop Support Specialist

Remote (Based at an approved local secure facility). We work US time zones and ask that you're available during those hours, even if that means adjusting your schedule.

This role exists to keep employees productive by resolving hardware and software issues quickly and reliably. The work is primarily asynchronous, with most requests tracked and updated through written communication. The team is distributed across multiple countries. Structured processes guide every support case, and consistent, accurate resolutions are expected. The person in this role works independently once trained on our systems and procedures.

• Diagnose and resolve hardware issues across Windows and macOS devices.
• Troubleshoot software problems and guide users through solutions remotely.
• Manage user accounts, permissions, and access through Active Directory and Group Policy.
• Provide remote support using remote desktop tools to resolve issues efficiently.
• Log, track, and update support cases within the ticketing system.

• Experience troubleshooting hardware issues on Windows and macOS systems.
• Experience providing software support to end users.
• Proficiency delivering technical support remotely.
• Clear communication skills for explaining technical issues to non-technical users.
• Working knowledge of Active Directory and Group Policy.
• Strong written English — our company works in English.