IT Support Engineer — Remote Help Desk Specialist

Thrive; Sarasota (FL); Remote; USD 45,000 - 55,000; Full time

Job summary

Thrive is seeking a remote first-line IT support specialist to handle network, server, and end-user issues. You will create and update support tickets and coordinate with engineers for faster resolutions.

You will interact with diverse environments, documenting actions, and providing clear status updates to customers. Excellent communication and a proactive, team-oriented approach are essential.

Qualifications

• 2–3 years IT support experience in a help desk or service desk environment.
• Experience with ticketing systems (ServiceNow) and remote tools (Kaseya, Ninja).
• Proficiency with Windows 10/11, macOS basics and Microsoft 365.
• Knowledge of Active Directory/Entra, networking basics, and peripherals.

Responsibilities

• Communicate with customers via phone, email, and chat with updates and case status.
• Perform first response and initial triage of issues and document actions in Thrive’s tools.
• Analyze workstation-level incidents and identify root causes for resolution.
• Ask clarifying questions and escalate to engineers when needed.
• Prioritize, code, and route service incidents and requests daily.
• Follow Thrive's best practices for task management.
• Set expectations and maintain world-class customer service throughout troubleshooting.
• Develop understanding of Thrive products and integration into client environments.

Skills

Customer service

Communication

Troubleshooting

Teamwork

Time management

Tools

ServiceNow

Kaseya

Ninja

RMM platforms

Job description

Thrive is seeking a remote first-line IT support specialist to handle network, server, and end-user issues. You will create and update support tickets and coordinate with engineers for faster resolutions.

You will interact with diverse environments, documenting actions, and providing clear status updates to customers. Excellent communication and a proactive, team-oriented approach are essential.