Information Systems Support

Jobgether; United States; Remote; USD 17,000 - 20,000; Full time

Benefits offered by this job

Fully remote

EST-aligned hours

International offsites

Competitive salary

Job summary

Jobgether is seeking a dedicated IT support professional to manage a remote, fully distributed helpdesk. You will assist employees with device setup, configuration, and troubleshooting, while handling access requests in line with security policies.

The role spans Tier 1–3 support and requires strong communication and documentation skills. You will collaborate with Security & Infrastructure leads to ensure secure, efficient IT operations and participate in international team offsites, reporting

Qualifications

• Experience in IT support desk with clearly defined Tier 1, 2, 3 levels.
• Hands-on experience supporting managed devices, including setup and troubleshooting.
• Experience with access controls, user permissions, and account management.
• Knowledge of IT support procedures, ticket management, escalation processes, and troubleshooting.

Responsibilities

• Provide responsive IT support to employees across the organization.
• Handle Tier 1–3 tickets from initial assessment to resolution or escalation.
• Assist with device setup, configuration, and routine changes.
• Manage access requests, modify or remove permissions per security policies.
• Verify requester identity and authorization levels before changes.
• Escalate complex issues to Tier 3 with context and documentation.
• Maintain accurate support records and handovers.

Skills

IT support

Access controls

Troubleshooting

Communication

Documentation

Tools

Ticketing systems

Security tools

Job description

Accountabilities:

- Support the managed-device program, including device setup, configuration, routine changes, and troubleshooting of everyday technical issues.

- Assist employees with device-related questions and provide practical guidance on standard setup procedures and company technology.

- Manage access control requests, including granting, modifying, and removing user permissions in accordance with established security policies.

- Verify the identity of requesters and confirm authorization levels before making any access-related changes.

- Follow the security and infrastructure standards established by the Security & Infrastructure Lead, ensuring consistent and secure handling of access requests.

- Handle Tier 1 and Tier 2 IT support tickets from initial assessment through resolution or the identification of a clear next step.

- Identify complex technical issues that require escalation and route Tier 3 tickets to the appropriate team members with sufficient context and documentation.

- Maintain accurate support records, documenting completed actions, device changes, access modifications, and troubleshooting steps to ensure continuity.

- Keep the Security & Infrastructure Lead informed of incidents, device issues, and access requests requiring management decisions or approval.

- Recognize the limits of assigned authority and elevate requests involving policy decisions, unusual access changes, or broader infrastructure priorities.

- Provide responsive and professional technical support to employees across all business units within the organization.

- Contribute to smooth daily IT operations by ensuring support requests are handled efficiently, securely, and in accordance with established procedures.

Requirements:

- Previous experience working in an IT support desk or technical support environment with clearly defined Tier 1, Tier 2, and Tier 3 support levels.

- Practical experience supporting managed devices, including device configuration, setup, troubleshooting, and ongoing maintenance.

- Hands‑on experience with access controls, user permissions, account management, and access‑related support requests.

- Good understanding of IT support procedures, ticket management workflows, incident escalation, and troubleshooting methodologies.

- Ability to independently resolve routine technical issues while recognizing when a problem requires escalation to a more specialized team member.

- Strong security awareness and attention to detail, particularly when verifying user identities and managing access permissions.

- Excellent communication skills, with the ability to explain technical issues clearly and calmly to colleagues who may be experiencing disruptions.

- Strong organizational skills and the ability to document technical changes, maintain accurate ticket records, and provide clear handovers.

- A proactive, service‑oriented approach, with the ability to manage support requests efficiently and prioritize tasks appropriately.

- Ability to work independently in a fully remote environment while collaborating effectively with distributed teams.

- No people‑management experience is required, as this is an individual contributor position with no direct reports.

Benefits:

- Competitive monthly salary ranging from $1,500 to $1,800 , depending on experience and qualifications.

- Fully remote working arrangement, offering flexibility and location independence.

- Full‑time employment opportunity with working hours aligned with Eastern Standard Time (EST).

- Opportunity to support a diversified international business group across multiple industries.

- Exposure to managed‑device programs, IT infrastructure, access management, and security operations.

- Collaboration with an experienced Security & Infrastructure Lead and other technical specialists.

- Opportunities to strengthen practical IT support and information systems expertise.

- International team offsites in destinations such as Dubai and Costa Rica.

- Opportunity to contribute to the operational efficiency and security of a growing organization.