IT Support Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Investigate and resolve escalated technical issues for end-users across various applications, operating systems, virtual desktops, authentication, networking, endpoints, and underlying infrastructure.

• Methodically troubleshoot by analyzing symptoms, logs, alerts, recent modifications, and business impact to pinpoint root causes.

• Deliver customer support via phone, email, chat, remote sessions, and the IT service management platform.

• Review tickets, past troubleshooting efforts, and environmental context to determine subsequent actions, recognize patterns, and escalate as necessary.

• Manage and troubleshoot user accounts, access requests, multi-factor authentication (MFA), Active Directory, Microsoft 365, onboarding, and offboarding processes.

• Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted settings.

• Diagnose connectivity issues, including DNS, DHCP, VLAN, and others; escalate to Tier Three Engineering while maintaining ownership until resolution.

• Review, triage, and respond to monitoring alerts and events.

• Develop familiarity with customer environments, identifying opportunities to prevent recurring issues, enhance documentation, and boost support efficiency.

• Document customer communications, troubleshooting steps, findings, and resolutions within the IT service management platform.

• Create and enhance knowledge base documentation, share insights gained, and facilitate cross-training.

• Execute approved application upgrades, maintenance, and after-hours support activities as needed.

⛳️ Requirements

• High school diploma or equivalent is required.

• An associate degree in Information Technology or a related field is preferred.

• Three or more years of professional IT support experience, ideally within a Managed Services Provider or multi-customer support environment.

• Proven experience troubleshooting beyond scripted solutions and standard knowledge base procedures.

• Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms.

• Experience in supporting virtual desktop, remote desktop, or hosted application environments such as VMware Horizon, Citrix, RDS, or similar technologies.

• Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM tools like NinjaOne, Veeam or comparable backup solutions, VoIP, MDM, and network security appliances is preferred.

• Strong technical curiosity and a desire to continually develop expertise in areas such as cloud infrastructure, virtualization, networking, automation, backup and recovery, security, and Microsoft technologies.

• Excellent written and verbal communication skills, sound judgment, attention to detail, and the ability to stay calm and organized while managing multiple issues.

• Technical certifications such as VCTA, VCP, CCNA, or Microsoft certifications are advantageous but not mandatory.

• Ability to work Monday–Friday during core first-shift business hours covering the Pacific Time Zone, starting between 0700 and 0900 PST.

🏝️ Benefits

• Opportunity to deepen technical expertise across cloud infrastructure, virtualization, networking, Microsoft technologies, monitoring, backup and recovery, automation, and security.

• Growth opportunities toward senior support or engineering responsibilities.

• Chance to share knowledge with teammates and support cross-training initiatives.