Remote IT Support Specialist - Clear, Friendly Helpdesk

Talentoma; Annapolis (MD); À distance; USD 55 000 - 80 000; Plein temps

Avantages offerts par ce poste

Health coverage

Paid leave

401(k)

Maternity leave

Bonus opportunities

Résumé du poste

Talentoma is seeking an IT Support Representative to handle remote user inquiries via ServiceNow, provide clear, step-by-step troubleshooting, and collaborate with IT teammates. The role requires strong communication, problem analysis, and adherence to security practices while working from home in Maryland, USA.

Responsibilities include triaging tickets, guiding users through fixes, and escalating complex issues to specialists.

Qualifications

• Must explain technical steps in plain language.
• Must be able to write concise, useful ticket notes.
• Willingness to learn ticket workflows and remote support tools.
• Authorized to work in the United States.

Responsabilités

• Receive user questions via ticket queue, calls, and emails using ServiceNow to organize requests.
• Clarify application, error, changes, and business impact before troubleshooting.
• Check urgency against priorities and inform users when escalation is needed.
• Explain password reset, authentication, and SSO steps without exposing credentials.
• Guide users through basic restarts, browser checks, and connection checks with clear steps.
• Use BeyondTrust for remote viewing sessions with user permission.
• Add steps, responses, status, and next actions to tickets for continuity.
• Escalate unresolved issues to specialists and urgent access barriers to the team lead.
• Follow up on pending requests and confirm resolution before closing tickets.
• Maintain high-quality ticket details, timely responses, and clear explanations.

Connaissances

Plain language communication

Questioning & note-taking

Remote work readiness

Formation

High school diploma or equivalent

Outils

ServiceNow

BeyondTrust

Description du poste

Talentoma is seeking an IT Support Representative to handle remote user inquiries via ServiceNow, provide clear, step-by-step troubleshooting, and collaborate with IT teammates. The role requires strong communication, problem analysis, and adherence to security practices while working from home in Maryland, USA.

Responsibilities include triaging tickets, guiding users through fixes, and escalating complex issues to specialists.