IT Support Specialist

micro1; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Micro1 is seeking an experienced IT Support Specialist contractor to join a remote project focused on training next‑generation AI systems. You will diagnose hardware and software issues across Windows, Mac, and Linux, document steps, and provide clear guidance to non‑technical users.

In this role, you’ll contribute to incident documentation in ITSM systems, resolve connectivity problems using TCP/IP and VPN, and collaborate asynchronously with a distributed team while delivering precise written

Qualifications

• 3+ years of Tier 2/3 IT support experience.
• Strong hardware/software/network troubleshooting across multiple OS.
• Proficient documentation and communication for non-technical users.

Responsibilities

• Diagnose and resolve hardware and software issues across Windows, Mac, and Linux.
• Document incident details and resolutions in ticketing systems (ITSM).
• Troubleshoot connectivity issues using TCP/IP, DNS, and VPN.
• Provide clear, step-by-step guidance to non-technical users.
• Contribute to knowledge bases and process documentation.

Skills

Tier 2/3 IT support

IT troubleshooting

Documentation & comms

Tools

ITSM platforms

Job description

Role Title: IT Support Specialist Role Type: Contractor Location: Remote micro1

Micro1 is selecting experienced IT Support Specialists to contribute their technical expertise to an innovative customer project. In this role, you’ll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high‑quality, real‑world input. No prior experience in AI is required - your domain knowledge is what matters.

Scope of Work

• Diagnose and resolve common hardware and software issues across Windows, Mac, and Linux environments, focusing on real‑world troubleshooting scenarios.
• Document incident details, troubleshooting steps, and resolutions with clarity and precision using ticket management systems (ITSM).
• Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity and configuration incidents.
• Support non‑technical users by providing clear, empathetic communication and step‑by‑step technical guidance.
• Contribute detailed, scenario‑based examples and process documentation that reflect best practices in IT support.
• Ensure all input and feedback is well‑documented for AI training and continuous improvement purposes.
• Collaborate asynchronously within a remote engagement model, delivering high‑quality, written and verbal feedback.

Preferred Qualifications

• Minimum of 3 years’ experience providing Tier 2/3 IT support in diverse operating system and network environments.
• Deep familiarity with troubleshooting hardware, software, and networking issues, including root cause analysis.
• Proficiency in documenting technical incidents and resolutions using ITSM or similar ticketing platforms.
• Strong written and verbal communication skills, with a focus on supporting non‑technical end users.
• Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are advantageous.
• Demonstrated ability to contribute to technical process documentation and knowledge bases.
• Proactive, detail‑oriented, and comfortable participating in remote, independent project engagements.