Remote IT Support Specialist – MSP & Cloud

IronOrbit

Anaheim (CA)

Remote

USD 41,000 - 52,000

Full time

5 hours ago

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Job summary

IronOrbit is seeking an experienced IT Support Specialist to join our remote Managed Services team. This role takes ownership of escalated issues and collaborates with engineers when advanced infrastructure expertise is needed, supporting a range of environments from end-user devices to hosted applications.

The ideal candidate has strong troubleshooting fundamentals, excellent communication, and a genuine curiosity about how technology works.

Qualifications

Three or more years of professional IT support experience, preferably within a Managed Services Provider or multi‑customer support environment.
Strong troubleshooting beyond scripted solutions and KB procedures.
Excellent written and verbal communication, with a focus on customer service.

Responsibilities

Investigate and resolve escalated end-user technical issues across applications, OS, virtual desktops, authentication, networking, endpoints, and supporting infrastructure.
Use a methodical, curious approach to troubleshooting: review symptoms, logs, alerts, changes, and impact to identify root causes.
Provide professional customer support through phone, email, chat, remote sessions, and IT service management platform, keeping customers informed.
Review ticket details and environmental context to determine next steps and identify patterns for escalation 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 apps in cloud/hosted environments.
Diagnose connectivity, DNS, DHCP, VLAN, and other network issues; escalate to Tier Three while owning the issue through resolution.
Document customer communications, troubleshooting steps, findings, and resolutions in the ITSM platform.
Create and improve knowledge base documentation and support cross-training with frontline Analysts and Specialists.
Perform approved application upgrades, maintenance, and after-hours support as needed.