Remote IT Support Specialist: Service Desk Expert

Sales Match; Annapolis (MD); Remote; USD 55,000 - 80,000; Full time

Benefits offered by this job

Fully remote

Structured onboarding

Health coverage

401(k) plan

Maternity leave

Bonus opportunities

Job summary

Sales Match is seeking an IT Support Representative to assist users remotely from home in Maryland. You will handle tickets, guide users through troubleshooting, and collaborate with service desk and technical specialists. The role requires a 40-hour week and clear communication.

No prior experience required; training provided. The monthly pay range is $4,913 to $7,127, reflecting a fully remote position in Maryland with benefits including health coverage and retirement plans.

Qualifications

• No experience required; related IT support or service desk experience is a plus.
• Basic understanding of authentication, single sign-on, and access control concepts.
• Familiarity with common workplace applications, browser settings, and basic connectivity checks; willingness to learn structured troubleshooting methods.
• Ability to explain technical steps in plain language, ask focused questions, and write concise, useful ticket notes.
• Willingness to learn ticket workflows and remote support tools through guided practice and apply feedback during daily user interactions.
• Reliable computer, high-speed internet, and quiet private workspace suitable for remote conversations.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Responsibilities

• Receive user questions through the ticket queue, calls, and emails, using an IT help desk such as ServiceNow to organize incoming requests.
• Clarify the affected application, error message, recent changes, and business impact before summarizing the problem and checking relevant troubleshooting guidance.
• Check request urgency against established support priorities, and keep users informed when an issue needs another team or a longer investigation.
• Explain approved password reset, authentication, and single sign-on steps, staying within assigned access permissions and never requesting passwords or authentication codes.
• Guide users through basic application restarts, browser checks, and connection checks, explaining each step clearly and confirming what changes afterward.
• Use a remote support platform such as BeyondTrust for authorized viewing sessions when appropriate, explaining the session purpose and obtaining user permission first.
• Add troubleshooting steps, user responses, current status, and next actions to each ticket so colleagues can continue the conversation without repeating completed checks.
• Escalate unresolved technical issues to technical specialists and urgent access barriers to the IT support team lead, including symptoms and attempted solutions.
• Follow up on pending requests, relay specialist updates in plain language, and confirm the user's issue is resolved before closing the ticket.
• Maintain quality through accurate ticket details, timely responses, complete notes, clear explanations, and consistent follow-up, using feedback from the team lead to improve.

Skills

Plain language communication

Remote support skills

Ticket handling

Effective listening

Written communication

Education

High school diploma or equivalent

Tools

ServiceNow

BeyondTrust

Job description

Sales Match is seeking an IT Support Representative to assist users remotely from home in Maryland. You will handle tickets, guide users through troubleshooting, and collaborate with service desk and technical specialists. The role requires a 40-hour week and clear communication.

No prior experience required; training provided. The monthly pay range is $4,913 to $7,127, reflecting a fully remote position in Maryland with benefits including health coverage and retirement plans.