IT Support Specialist

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 domain controller. Everything runs on Microsoft Azure and Microsoft 365, and every person we support is working from home.

This is our front line. You are the first person a user reaches when their laptop won't sign in, their headset cuts out mid-call, or they can't get into a mailbox they need. You'll resolve most of what comes in yourself and escalate the rest with enough detail that the next person doesn't have to start over.

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
• 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
• Troubleshoot Windows and macOS laptops remotely - enrollment, sign-in, application installs, printing, storage, performance, and update failures
• Troubleshoot softphone and VoIP issues, including call quality, audio routing, headset pairing and firmware, microphone and speaker selection, and home network conditions that degrade calls
• Configure and ship laptops, headsets, and peripherals, and keep asset records accurate
• Support day-to-day access issues across our business applications and remote access client
• Write documentation as you go - knowledge base articles and clear ticket notes that make the next occurrence faster to solve

Skills, Knowledge & Expertise
• Working knowledge of Microsoft Entra ID: users, groups, MFA, and license assignment
• Working knowledge of Exchange Online: mailbox permissions, shared mailboxes, distribution groups
• Comfortable troubleshooting both Windows and macOS laptops
• Experience troubleshooting VoIP or softphone audio and call quality, and USB or Bluetooth headsets
• Experience supporting users remotely - you can diagnose a problem you cannot physically see, over a screen share and a phone call
• 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
• 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.