IT Support Representative

Talentoma; Utah; Remote; USD 52.000 - 67.000; Vollzeit

Benefits dieser Stelle

Health coverage

Paid leave

401(k)

Maternity leave

Stipends

Zusammenfassung

Talentoma is seeking an IT Help Desk representative to resolve routine technical questions via phone, email, and chat. You will work on a fully remote desk-based role for Utah, United States, with a 40-hour weekly commitment and variable shift times.

You will collaborate with users, technicians, and system admins to clarify issues and share updates. The role emphasizes clear, step-by-step guidance, learning identity workflows (Okta), and using TeamViewer for remote support.

Qualifikationen

• High school diploma or equivalent required; related experience preferred.
• Ability to follow step-by-step troubleshooting instructions and explain technical information clearly.
• Ability to learn account access workflows using Okta.
• Ability to handle routine remote assistance using TeamViewer.
• Clear written and verbal communication with users and colleagues.

Aufgaben

• Monitor incoming IT help desk requests from Jira Service Management (calls, emails, chat, tickets).
• Verify user details, device type, environment, symptoms, and prior steps before supporting.
• Use Okta for permitted access requests and password resets.
• Use TeamViewer to view issues remotely when authorized and guide users through checks.
• Record actions, results, updates, and next steps in tickets with clear notes.
• Search knowledge resources for instructions and share solutions in plain language.

Kenntnisse

Communication skills

Troubleshooting steps

Remote support

Account workflows

Ausbildung

High school diploma or equivalent

Tools

Jira Service Management

Okta

TeamViewer

Jobbeschreibung

Monthly Pay: $4,696 - $6,000 USD per month

Summary

This role resolves routine technology questions from users through phone, email, and chat. It matters because clear step-by-step support helps users return to their work and keeps technical requests moving. The representative sits on the IT support team and works under an IT support team lead. The role works with users, technical specialists, and system administrators to clarify issues and share updates. This is a fully remote desk-based position for Utah, United States, and work from home is required. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities

• Monitor incoming technical requests from an IT help desk such as Jira Service Management, including calls, emails, chat messages, and submitted tickets, while sorting requests by stated urgency and service impact.
• Verify user details, device type, operating environment, issue symptoms, and prior steps before beginning support, and confirm the best way to provide updates.
• Use an identity platform such as Okta to assist with permitted account access requests and password reset steps.
• Use a remote support tool such as TeamViewer to view reported issues when authorized and guide users through practical checks while keeping the user informed throughout each session.
• Record actions taken, troubleshooting results, user updates, and next steps in each ticket with clear, complete notes.
• Search approved knowledge resources for relevant instructions, share accurate solutions with users in plain language, and identify patterns that may need broader technical review.
• Follow up on open requests to confirm whether the issue is resolved or additional support is needed, and document the user's confirmation in the ticket.
• Escalate unresolved, recurring, access-related, or higher-impact issues to technical specialists or system administrators with full ticket details.
• Meet quality expectations through accurate troubleshooting, timely turnaround, complete notes, and reliable follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience preferred.
• Ability to follow step-by-step troubleshooting instructions, compare reported symptoms with approved guidance, and explain technical information in plain language.
• Ability to learn account access workflows using an identity platform such as Okta.
• Ability to handle routine remote assistance using a remote support tool such as TeamViewer.
• Clear written and verbal communication when assisting users, asking focused questions, and sharing issue details with technical colleagues.
• Ability to stay organized when handling multiple incoming requests and following established support procedures.
• Reliable computer, high-speed internet, quiet private workspace, and availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from home in Utah, United States.
• Structured onboarding and training on Jira Service Management, Okta, and TeamViewer.
• Regular check-ins with the IT support team lead.
• Opportunities to build skills in hardware diagnostics, network configuration, user guidance, and ticket documentation.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.