L1 IT Support Specialist

Sourcefit; United States; Remote; USD 42,000 - 66,000; Full time

Job summary

Sourcefit is seeking a customer-facing tech support specialist to help users navigate software, resolve issues, and maintain a positive support experience. You will troubleshoot, document interactions, and collaborate with teammates in a fast-paced environment.

The ideal candidate has 2+ years in phone-based and Windows IT support, strong English communication, and a proactive, learning mindset. This role is remote in the United States with Pacific Time working hours.

Qualifications

• Two years of phone-based technical support experience.
• Two years of Windows IT support experience.
• Strong knowledge of Windows 10 & 11 operating systems and related devices.
• Excellent English communication skills, both verbal and written.
• Strong listening and clear communication skills.
• Ability to follow instructions, adapt quickly, and learn new tools and processes.
• High school diploma or equivalent.

Responsibilities

• Serve as the first point of contact for inbound support calls from existing customers.
• Assist users with software features, system navigation, and general application use.
• Document all interactions and technical details accurately in the CRM.
• Participate in daily ticket review meetings to track progress and ensure timely resolution.
• Follow up with clients on closed or pending tickets to confirm completion and satisfaction.
• Collaborate with internal team members to escape technical issues when necessary.
• Adhere to company procedures, service standards, and support best practices.
• Contribute to a positive, high-energy, and fast-paced team environment.

Skills

Phone support

Windows IT support

Windows 10/11

English proficiency

Communication skills

Active listening

Follow instructions

Education

High school diploma

Tools

CRM software

Job description

Position Summary

This role focuses on resolving technical issues, assisting users with software functionality, and providing a positive support experience through clear communication and efficient troubleshooting. The ideal candidate has a strong background in Microsoft Windows environments, enjoys problem-solving, and thrives in a fast-paced, collaborative setting.

Job Details

Work Setup: Work from homeSchedule: Monday to Friday, 8:00 AM to 5:00 AM Pacific TimeHolidays: Follows U.S. (PST) holidays

Responsibilities

• Serve as the first point of contact for inbound support calls from existing customers
• Assist users with software features, system navigation, and general application use
• Document all interactions and technical details accurately in the CRM
• Participate in daily ticket review meetings to track progress and ensure timely resolution
• Follow up with clients on closed or pending tickets to confirm completion and satisfaction
• Collaborate with internal team members to escape technical issues when necessary
• Adhere to company procedures, service standards, and support best practices
• Contribute to a positive, high-energy, and fast-paced team environment

Qualifications

• Two (2) years of recent experience in phone-based technical support
• Two (2) years of recent Windows IT support experience
• Strong knowledge of Windows 10 & 11 operating systems and related devices
• Excellent English communication skills, both verbal and written
• Strong people skills with the ability to listen actively and communicate clearly
• Ability to follow instructions, adapt quickly, and learn new tools and processes

• High school graduate or equivalent

Nice to Have

• Experience working in the healthcare industry or supporting healthcare-related software
• Solid understanding of common healthcare and clinical terminology
• Prior experience with billing systems and Electronic Health Records (EHR) platforms
• Proven ability to perform well in fast-paced, high-volume support environments