IT Support Specialist

Sales Match; Salt Lake City (UT); Remote; USD 52,000 - 79,000; Full time

Benefits offered by this job

Fully remote work from Utah home

ServiceNow onboarding and AnyDesk培训

Regular check-ins with IT lead

Health coverage and 401(k)

Paid leave and maternity leave

Job summary

Sales Match is seeking an IT Support Specialist to assist staff remotely in Utah. You will handle ticket queues, troubleshoot desktop apps, verify solutions, and communicate clearly with nontechnical users.

This contract, fully remote role requires about 40 hours per week, onboarding on ServiceNow and AnyDesk, and offers health coverage, 401(k), and paid leave.

Qualifications

• 1–2 years in IT support or a tech service desk preferred.
• Familiar with ITSM, incident management, and request prioritization.
• Proficient in TCP/IP concepts and VPN usage for remote work.
• Able to communicate clearly with non-technical staff.

Responsibilities

• Review requests from ticket queue, email, and calls; identify symptoms and urgency.
• Record error messages, app versions, and connection details in tickets.
• Troubleshoot desktop app errors, sign-in issues, and basic network problems remotely.
• Escalate unresolved incidents with full diagnostic notes to admins.
• Verify resolution with employees and close tickets with notes.

Skills

IT support

Remote work

Troubleshooting

Communication

Ticketing systems

Escalation

Education

High school diploma

Tools

ServiceNow

AnyDesk

Job description

Job Title: IT Support Specialist

Monthly Pay: $4,696 - $7,104 USD per month

Summary:

An IT support request arrives, gets assessed, moves through focused troubleshooting, and closes with a verified solution and clear notes. This specialist sits within the IT support team and works under an IT support team lead to restore access and keep everyday business applications usable. The role works with employees, system administrators, and other support specialists to resolve issues or arrange the right handoff. This contract position is fully remote, with work from home in Utah, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Review incoming requests from the ticket queue, email, and calls using a IT help desk such as ServiceNow, identifying reported symptoms, affected applications, and urgency.
• Confirm the employee's issue, business impact, and troubleshooting already attempted before choosing the next steps and setting clear expectations for updates throughout the request.
• Record error messages, application versions, connection details, and relevant system changes in the ticket, keeping sensitive credentials out of notes and shared conversations.
• Troubleshoot desktop application errors, sign-in difficulties, peripheral connection issues, and basic network connectivity problems through clear, sequential checks conducted entirely remotely with the employee.
• Guide employees through approved fixes using a remote access tool such as AnyDesk when appropriate, obtaining permission before viewing or controlling their desktop session.
• Check basic TCP/IP settings and VPN connectivity, compare symptoms with available support guidance, and distinguish individual workstation issues from broader service interruptions.
• Escalate unresolved incidents, access issues requiring administrator action, and suspected widespread interruptions to system administrators or the IT support team lead with complete diagnostic notes.
• Follow up with employees and assigned technical contacts when testing is pending, additional information is needed, or a previously agreed update is due.
• Verify that the employee can resume the affected task, explain any approved next steps, and close the ticket with the resolution and confirmation recorded.
• Maintain troubleshooting guidance from resolved requests; quality is judged through diagnostic accuracy, turnaround, complete notes, appropriate escalation, and dependable follow-up through ticket closure.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of experience in IT support or a technical service desk environment preferred, including direct assistance to employees working remotely.
• Understanding of IT service management, incident management, request prioritization, and the difference between restoring service and referring an issue for deeper investigation.
• Familiarity with desktop applications, basic computer hardware troubleshooting, software troubleshooting, TCP/IP concepts, and VPN connections used in everyday remote work.
• Ability to use ticket queues and remote access tools responsibly while following approved access procedures and protecting employee information during support sessions.
• Clear written and verbal communication, including explaining technical steps to nontechnical employees and preparing concise escalation notes for administrators.
• Access to a reliable computer, high-speed internet, and a quiet private workspace suitable for remote troubleshooting conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work supporting employees from a home workspace in Utah.
• Structured onboarding and training on a IT help desk such as ServiceNow and a remote access tool such as AnyDesk.
• Regular check-ins with the IT support team lead for guidance and feedback.
• Practical development in incident assessment, remote troubleshooting, technical explanations, and resolution documentation.
• Health coverage, paid leave, a 401(k), maternity leave, and stipends.