IT Help Desk Specialist - Remote

OpenKrill; United States; Remote; USD 34,000 - 55,000; Full time

Job summary

Openkrill is seeking an IT Help Desk Specialist to support 150+ users across Salesforce, Vonage, and SMS Magic in a remote, independent contractor role. You will own ticket resolution, account provisioning, and system health checks, working with little supervision on a dashboard-driven workflow.

Your mission is to keep the help desk dashboard at zero open tickets by diagnosing issues quickly, escalating only when needed, and maintaining accurate records while communicating clearly in English.

Qualifications

• 2+ years in IT help desk or technical support roles.
• Experience with Salesforce, users, permissions and records is strongly preferred.
• Strong troubleshooting skills: diagnose issues and explain fixes clearly.
• Demonstrated ability to work independently with minimal supervision.
• Excellent written and spoken English; communication primarily via tickets and chat.

Responsibilities

• Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts.
• Resolve most support tickets independently; escalate with prior investigation when needed.
• Set up and remove user accounts across Salesforce, Vonage, SMS Magic and other tools as people join, change roles or leave.
• Troubleshoot calling, callback and voicemail issues with agents; coordinate with Vonage support on cases.
• Manage business phone numbers: assignments, releases and spam-label removal with carriers.
• Maintain users and numbers in our business texting platform.
• Process requests to delete call recordings under privacy procedures.

Skills

IT help desk experience

Salesforce experience

Troubleshooting

Independent work

English communication

Tools

Salesforce

Vonage

SMS Magic

Cloud phone system

Job description

IT Help Desk Specialist

- Location: Remote. International applicants welcome.

- Schedule: Monday to Friday, 7:30 AM to 3:30 PM US Central Time

- Type: Full-time independent contractor

About the role

We run sales and support teams across several health and wellness brands. Everything they do runs on Salesforce, a cloud phone system and a business texting platform. When something breaks, you're the one who fixes it.You'll be the first point of contact for 150+ users: their accounts, their phone setup and their support tickets. You'll elevate only what truly needs a system change.

How we work

This role is built for someone who doesn't need to be managed. There's no daily task list handed to you. Your work lives on a dashboard that shows every open ticket, pending request and system alert, and your goal is to keep it empty.

We're looking for someone who:

• - Starts the day by checking the dashboard, not by waiting for direction
• - Figures things out before asking
• - Manages their own time and priorities, and knows what's urgent and what can wait until the afternoon
• - Follows through without reminders and closes the loop with the person who asked
• - Can be trusted with admin access to the tools the whole company depends on

If you do your best work with clear ownership and little supervision, this is that job.

What you'll do

• - Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts
• - Resolve most support tickets yourself, and escalation the rest with the investigation already done
• - Set up and remove user accounts across Salesforce, Vonage, SMS Magic and our other tools as people join, change roles or leave
• - Troubleshoot calling, callback and voicemail issues with agents, and work with Vonage support on open cases
• - Manage our business phone numbers: assignments, releases, and requesting spam-label removal with the carriers (AT&T, Verizon, T-Mobile)
• - Maintain users and numbers in our business texting platform
• - Process requests to delete call recordings under our privacy process
• - Correct sales and order records when automated checks flag a mismatch

What you'll need

• - 2+ years in IT help desk, technical support or contact center support
• - Salesforce experience strongly preferred, especially managing users, permissions and records
• - Strong troubleshooting skills: you can take a vague "it's not working," find the cause, and fix it or explain it clearly
• - A track record of working independently: self-motivated, organized and good at managing your own time
• - Excellent written and spoken English; most communication is written, in tickets and Slack
• - Reliable internet and a quiet workspace for the full 7:30 to 3:30 CT schedule

Nice to have

• - Salesforce Administrator certification
• - Vonage Contact Center (VCC) or another cloud contact center platform
• - SMS platforms, telecom or phone number management
• - Experience supporting sales teams