Information Technology Support Specialist

Vinebrook Technology, Inc.; United States; On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Health savings account

Paid time off

Vision insurance

Job summary

Vinebrook Technology is seeking a remote IT Support Specialist to join our Managed Services team. You will troubleshoot and resolve issues across end-user devices, networks, and servers while delivering excellent customer service.

The role requires at least 2 years in a technical support position, proficiency with Windows, Office 365/Teams, macOS, and AD basics. A strong documentation habit and the ability to work independently are essential.

Qualifications

• Minimum 2 years in a technical support role.
• US citizenship required; no work visas.
• Experience providing customer support.
• Experience with Windows, Microsoft 365 (Teams) and macOS a plus.
• Familiarity with ITSM and monitoring toolsets.

Responsibilities

• Triage tickets per severity levels and manage queues.
• Escalate issues to senior staff when needed.
• Provide excellent customer service with clear communication under pressure.
• Perform basic troubleshooting across Linux/Windows servers, networks, hypervisors, and storage.
• Respond to alerts and document troubleshooting steps; notify as required.
• Fulfill service requests per SOPs and update tickets with status.
• Manage user accounts (create/disable/rename) and assist with password resets.
• Distribute scheduled reports to customers and ensure SLA adherence.
• Assist with cross-training and other duties as assigned.

Skills

Customer service

Troubleshooting

Documentation

Windows OS

Microsoft 365

macOS

Active Directory

Communication skills

Problem-solving

Education

High school diploma

Bachelor's degree preferred

Google IT Support Professional

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft MTA

ITIL v4 Foundation

Job description

Overview:

The IT Support Specialist will work with a team of managed services specialists, administrators, and engineers to deliver excellent support and management of our customers' environments. They will field issues and requests escalated directly by customer IT personnel, end-users, and monitoring tools. This role will have broad exposure across a range of end-user devices, networks, servers, virtualization, and security platforms. The support specialist will be expected to work issues independently, and when needed, with the assistance of senior subject matter experts on the team. The ideal candidate will be a self-starter, with an ability to learn quickly and provide exceptional customer service.

Department:

Managed Services

Schedule

• 9am - 5pm EST
• Monday to Friday
• Fully remote

Experience

• 2 years (minimum) in a technical support role
• Experience providing customer support
• Experience in 24x7x365 Managed Services preferred
• Experience using ITSM and Monitoring toolsets

Qualifications Education and Training

• High school diploma required; college degree strongly preferred
• Must be a U.S. Citizen NO VISAS
• Microsoft Teams: 2 years (Required)
• Microsoft 365: 2 years (Required)
• Windows: 2 years (Required)
• Google IT Support Professional (Preferred)
• CompTIA A+, Network+, Security+ (Preferred)
• Microsoft MTA (Preferred)
• ITIL v4 Foundation (Preferred)
• Mac OS: 2 years (Preferred)

Skills

• Highly analytical thinker and troubleshooter
• Detail oriented with excellent documentation and communication skills
• Self-motivated, passionate about technology, with the desire to learn new things
• Ability to use and troubleshoot Microsoft Windows, Office, Office365, and macOS
• Foundational understanding of operating systems and servers, both physical and virtual.
• Experience working with active directory to perform basic tasks, such as user creation and password resets

Responsibilities

• Triage tickets per specified severity levels
• Refer/ escalated customer issues to the appropriate level of support, as needed
• Provide excellent customer service, staying calm and communicating clearly and professionally in stressful situations
• Perform basic troubleshooting steps such as checking logs, checking capacity, and running basic diagnostics across a variety of platforms including Linux/Windows servers, network devices, hypervisors, and storage systems
• Respond to automated alerts performing troubleshooting and resolution of issues, as well as proper notifications where required
• Fulfill service requests and remediate incidents using customer Standard Operating Procedures (SOPs)
• Perform account management services -- User Account creates/disables/terminations/name changes, etc.
• Use a ticket system to provide regular status updates and make sure tasks are completed based on priority and in compliance with SLAs
• Distribute scheduled reports to customers as required
• Supporting end-users by diagnosing and resolving computer hardware, network, and application issues
• Assist with cross-training of other team members, as needed
• Perform other tasks as assigned by management

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance