IT Support Specialist

Position: Computer User Support Specialists

Type: Contract

Compensation: $30 - $55/hour

Location: Remote

Commitment: 10-40 hrs/week

Role Responsibilities

• Diagnose and resolve common and complex hardware, software, and networking issues using industry best practices.
• Provide guidance on OS support (Windows, MacOS, Linux) and network connectivity, including TCP/IP, VPNs, and DNS-related concerns.
• Document troubleshooting steps, solutions, and user interactions clearly within a ticket management system.
• Contribute detailed process insights that enhance future support workflows and training data quality.
• Collaborate asynchronously and communicate technical concepts effectively through written and verbal channels.
• Identify patterns in support issues, offering recommendations or process improvements to the project team.

Requirements

• Have strong relevant experience in the domain providing Tier 2/3 IT support.
• Expertise in diagnosing and resolving hardware and software issues across varied platforms.
• Strong understanding of networking concepts, including TCP/IP, VPNs, and DNS troubleshooting.
• Proficiency with ticket management systems and thorough documentation practices.
• Exceptional written and verbal communication skills, with a focus on user-friendly explanations.