IT Support Agent

Talentoma; Texas; Remote; USD 52,000 - 81,000; Full time

Benefits offered by this job

Health coverage

Paid leave

401(k)

Bonus opportunities

Stipends

Job summary

Talentoma is seeking an entry-level IT support professional to assist employees with access to applications and desktop functions. The role is fully remote from Texas, requiring a 40-hour weekly commitment and shifts that may vary.

You will work with the IT support team, troubleshoot issues, and document resolutions to ensure smooth operations. Responsibilities include handling tickets via Jira Service Management, guiding users through standard checks, and escalating complex issues to senior

Qualifications

• High school diploma or equivalent.
• No experience required; related experience assisting computer users or supporting workplace applications is preferred.
• Basic understanding of hardware, desktop OS, and network concepts (TCP/IP, DNS, DHCP, VPN).
• Familiarity with Jira Service Management is preferred.
• Ability to follow approved password management and protect confidential information.

Responsibilities

• Receive employee requests through the support queue, email, or calls, and open or update tickets using Jira Service Management.
• Confirm the affected application, error message, operating system, and business impact; record symptoms and troubleshooting steps attempted.
• Categorize each incident and assign priority using established guidance.
• Guide users through checks for Windows OS, including settings, restarts, software installs, and basic connectivity tests.
• Assist with password resets and account access using approved identity verification steps.
• Use approved remote desktop sessions with employee permission to inspect reported behavior and perform only approved steps.
• Consult available support articles and explain instructions in plain language for non-technical users.
• Escalate unresolved or recurring issues to senior technicians with error details and ticket history.
• Follow up with users and technicians to confirm resolution before closing tickets.
• Maintain complete resolution notes and flag unclear instructions to the team lead.

Skills

Verbal communication

Written communication

Patience

Problem solving

Attention to detail

Remote troubleshooting

Education

High school diploma or equivalent

Tools

Jira Service Management

Job description

Monthly Pay: $4,696 - $7,235 USD per month

Summary:

An IT support request arrives, gets checked, troubleshot step by step, and closes with a confirmed outcome and clear notes. This entry-level role helps employees regain access to everyday applications and desktop functions so they can continue their work. The agent sits within the IT support team, works under an IT support team lead, and collaborates with employees and senior support technicians when issues need additional investigation. This is a fully remote, work from home position based in Texas, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive employee requests through the support queue, email, or calls, and open or update tickets using an IT help desk such as Jira Service Management.
• Confirm the affected application, error message, operating system, and business impact, then record the symptoms and troubleshooting steps already attempted by the employee.
• Categorize each incident and assign its priority using established guidance, distinguishing an individual access problem from a potentially wider interruption affecting several employees.
• Guide employees through approved checks for a desktop operating system such as Microsoft Windows, including settings, application restarts, software installation, and basic connectivity tests.
• Assist with password resets and account access using approved identity verification steps, without asking employees to share passwords or other secret credentials.
• Use approved remote desktop sessions with employee permission to inspect reported behavior, explain each action, and perform only authorized support steps.
• Check available support articles before selecting a solution, and explain instructions in plain language that employees can follow without advanced technical knowledge.
• Escalate unresolved, recurring, or broader service interruptions to senior support technicians, providing error details, business impact, attempted fixes, and relevant ticket history.
• Follow up with employees and assigned technicians when a request remains open, communicate progress, and confirm that the original issue is resolved before closing.
• Maintain complete resolution notes and flag unclear support instructions to the team lead; quality is judged by accuracy, turnaround, complete notes, and reliable follow-up.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience assisting computer users, answering technical questions, or supporting everyday workplace applications is preferred.
• Basic understanding of computer hardware, desktop operating systems, and network troubleshooting concepts, including TCP/IP, DNS, DHCP, and VPN connections.
• Familiarity with IT service management concepts, incident management, and organizing support requests in an IT help desk such as Jira Service Management is preferred.
• Ability to follow approved password management and account access procedures while protecting confidential employee information throughout a support interaction.
• Clear verbal and written communication, with patience when explaining unfamiliar steps and checking whether an employee understands the proposed solution.
• Ability to use troubleshooting guides, interpret error messages, maintain accurate ticket notes, and recognize when a problem needs senior assistance.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work supporting employees from a home-based workspace.
• Structured onboarding and training covering an IT help desk such as Jira Service Management and a desktop operating system such as Microsoft Windows.
• Regular check-ins with the IT support team lead to review questions and receive feedback.
• Opportunities to build incident management, remote troubleshooting, password support, and clear technical communication skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.