LiveRemoteFull-timeApply by 1 Nov 2026
Help desk support specialist
Remote
- Experience
- 2–5 years
- Employment
- Full-time
- Work mode
- Remote
- Salary
- Not disclosed
- Deadline
- Apply by 1 Nov 2026
- Posted
- 2026-04-29
Required skills
| Skill | Experience | Level |
|---|---|---|
| Infographic and Powerpoint Slide Designing | 2+ years | Not specified |
| Google Workspace | 2+ years | Not specified |
| Internet Information Services (IIS) | 1+ years | Not specified |
| Written Communication | 2+ years | Not specified |
| Ticketing Tool | 2+ years | Intermediate |
About the role
Responsibilities
- Manage and respond to incoming support tickets via email, chat, and ticketing system (Zendesk, Freshdesk, or similar), maintaining first-response SLAs.
- Troubleshoot issues across a range of systems: SSO/authentication, SaaS platform access, email/calendar, VPN, and common productivity tools (Slack, Google Workspace, Microsoft 365).
- Diagnose, document, and resolve Tier 1 and Tier 2 issues independently. Escalate Tier 3 issues to engineering with clear reproduction steps, screenshots, and system logs.
- Create and maintain an internal knowledge base with step-by-step resolution guides, FAQs, and known-issue documentation.
- Assist with user onboarding and offboarding: account provisioning, access control setup, software installation, and permissions management.
- Track recurring issues and surface patterns to engineering and product teams, advocating for permanent fixes over repeated workarounds.
- Monitor system health dashboards and proactively flag outages or degraded performance before they become user-reported tickets.
- Participate in on-call rotation for critical after-hours issues (frequency and schedule to be agreed upon).
Requirements
- 2+ years of help desk or IT support experience in a SaaS, tech, or professional services environment.
- Hands-on experience with at least one ticketing system (Zendesk, Freshdesk, Jira Service Management, or ServiceNow).
- Working knowledge of SSO/SAML, Google Workspace or Microsoft 365 admin, and basic networking (DNS, VPN, proxy).
- Excellent written communication — your ticket responses should be clear, empathetic, and resolution-oriented, not robotic.
- Ability to prioritize and manage a queue of 20–40 open tickets without dropping balls or losing context.
- Patience and composure when dealing with frustrated or non-technical users.
Nice to Have
- CompTIA A+, ITIL Foundation, or similar certifications.
- Basic scripting skills (Bash, PowerShell, or Python) for automating repetitive tasks.
- Experience supporting distributed/remote teams across multiple time zones.
- Familiarity with MDM tools (Jamf, Intune) and endpoint security platforms.