IT Support Specialist

Talentify; Burbank (CA); Remote; USD 29,000 - 36,000; Full time

Job summary

Talentify is hiring an IT Support Specialist in a fully remote capacity. You will be the frontline contact for laptops, email, and collaboration tools, resolving most issues and escalating with precise detail when needed.

Responsibilities include managing Entra ID, Exchange Online, and device enrollment, while troubleshooting Windows and macOS, VoIP, and network issues from a home office. We value concise documentation and independent problem solving.

Qualifications

• This role requires 1–2 years in a help desk or desktop support capacity.
• Ability to troubleshoot across Windows and macOS laptops remotely.
• Experience supporting users remotely via screen share and phone calls.
• Strong written communication and clear ticket notes for future incidents.

Responsibilities

• Own the ticket queue from intake to resolution and follow-up.
• Support user accounts in Entra ID: MFA resets, license assignment, group memberships.
• Handle Exchange Online: mailbox permissions, shared mailboxes, distribution lists.
• Onboard/offboard employees: accounts, access, hardware shipment and enrollment.
• Troubleshoot Windows and macOS laptops remotely, including sign-in and updates.
• Troubleshoot VoIP/softphone audio and home network issues affecting calls.
• Configure and ship laptops/headsets; maintain asset records.
• Create knowledge base articles; write clear ticket notes for future use.

Skills

Entra ID

Exchange Online

Windows/macOS

Remote troubleshooting

Ticketing system

Written communication

Home office

MDM Intune

ITSM (Freshservice)

Webex/Teams

Salesforce admin

PowerShell basics

Education

MS-900

AZ-900

CompTIA A+

Tools

Freshservice ITSM

Microsoft Intune

Webex/Teams

Salesforce admin

PowerShell

Job description

About this job

IT Support Specialist

Department: Information Technology

Employment Type: Full Time

Location: Remote

Reporting To: Henry Esparza

Compensation: $21.00 - $26.00 / hour

We are a cloud‑first company in the financial services industry with a fully distributed workforce. There is no office to walk to, no data center, and no domain controller. Everything runs on Microsoft Azure and Microsoft 365, and every person we support is working from home.

This is our front line. You are the first person a user reaches when their laptop won't sign in, their headset cuts out mid‑call, or they can't get into a mailbox they need. You'll resolve most of what comes in yourself and elevate the rest with enough detail that the next person doesn't have to start over.

This is a hands‑on support role, not a systems administration role. It is a real seat with real ownership, and the right person will learn a modern cloud stack from the inside.

Key Responsibilities

• Own the ticket queue: intake, triage, resolution, and follow-through until the user confirms they're working
• Support user accounts in Microsoft Entra ID - password and MFA resets, group membership, license assignment, and reading sign-in logs well enough to describe what actually failed
• Handle Exchange Online requests - shared mailbox and calendar permissions, distribution list membership, delegate access, quarantined mail
• Onboard and offboard employees: account creation, group and application access, laptop shipment and enrollment, and clean, complete off-boarding
• Troubleshoot Windows and macOS laptops remotely - enrollment, sign-in, application installs, printing, storage, performance, and update failures
• Troubleshoot softphone and VoIP issues, including call quality, audio routing, headset pairing and firmware, microphone and speaker selection, and home network conditions that degrade calls
• Configure and ship laptops, headsets, and peripherals, and keep asset records accurate
• Support day-to-day access issues across our business applications and remote access client
• Write documentation as you go - knowledge base articles and clear ticket notes that make the next occurrence faster to solve

Skills, Knowledge & Expertise

• Working knowledge of Microsoft Entra ID: users, groups, MFA, and license assignment
• Working knowledge of Exchange Online: mailbox permissions, shared mailboxes, distribution groups
• Comfortable troubleshooting both Windows and macOS laptops
• Experience troubleshooting VoIP or softphone audio and call quality, and USB or Bluetooth headsets
• Experience supporting users remotely - you can diagnose a problem you cannot physically see, over a screen share and a phone call
• Experience working a ticketing system, with the discipline to document as you work
• Clear written communication and the patience to explain a fix without condescension
• A reliable home workspace and internet connection
• Microsoft Intune, or any MDM for macOS
• Freshservice or a comparable ITSM platform
• Webex, Teams, or another enterprise calling platform
• Salesforce user administration
• Basic PowerShell, or genuine interest in learning it
• MS-900, AZ-900, or CompTIA A+

We care more about how you troubleshoot than how many years you've done it. One to two years in a help desk or desktop support role is typical for this seat, but a strong candidate with less experience and clear reasoning will get a fair look.