Remote IT Support Specialist - Cloud & Desktop Expert

F3 Design

United States

Remote

USD 32,000 - 41,000

Full time

2 days ago

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Job summary

IronOrbit is seeking an experienced IT Support Specialist to join our remote Managed Services team. You will own complex technical issues, collaborating with engineers when needed, and support end‑user hardware, software, and hosted applications.

The ideal candidate has 3+ years of IT support experience, strong troubleshooting skills, and a passion for learning new tools and concepts across cloud infrastructure and security. This is a full‑time remote role with Pacific Time zone coverage.

Qualifications

High school diploma or equivalent required; an Associate degree in Information Technology or a related field is preferred.
Three or more years of professional IT support experience, preferably within a Managed Services Provider or multi‑customer support environment.
Demonstrated experience troubleshooting beyond scripted solutions and standard knowledge base procedures.
Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms.

Responsibilities

Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure.
Use a methodical, curious approach to troubleshooting: review symptoms, logs, alerts, recent changes, and business impact to identify root causes where practical, not just immediate workarounds.
Provide professional customer support through phone, email, chat, remote sessions, and the IT service management platform, keeping customers informed throughout the resolution process.
Review ticket details, previous troubleshooting, and environmental context to determine appropriate next steps, identify patterns, and elevate thoughtfully when needed.
Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding activities.
Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments.
Diagnose connectivity, DNS, DHCP, VLAN, and other network‑related issues; elevate appropriately to Tier Three Engineering while maintaining ownership of the issue through resolution.
Review, triage, and respond to monitoring alerts and events, including identifying issues that require tickets, investigation, escalation, or proactive follow‑up.
Build familiarity with customer environments and look for opportunities to prevent recurring issues, improve documentation, and make support more efficient.
Document customer communications, troubleshooting steps, findings, and resolutions thoroughly in the IT service management platform.
Create and improve knowledge base documentation, share lessons learned, and support cross‑training with front‑line Analysts and fellow Specialists.
Perform approved application upgrades, maintenance, and after‑hours support activities as needed.