IT Support Specialist

Role overview

Provide remote Tier 2/3 technical support across desktop operating systems, software, hardware, and network environments. The work combines practical troubleshooting with detailed documentation and clear guidance for non-technical users, while contributing real-world examples and feedback to improve AI training systems. This is a contractor engagement suited to an experienced support professional who can work independently and communicate asynchronously.

Responsibilities

- Diagnose and resolve hardware, software, configuration, and operating-system issues across Windows, macOS, and Linux. - Investigate connectivity incidents involving TCP/IP, DNS, VPNs, and related network settings. - Record incidents, diagnostic steps, root causes, and resolutions accurately in IT service-management or ticketing systems. - Explain technical solutions patiently through clear written and verbal, step-by-step guidance. - Create scenario-based examples and process documentation based on established IT support practices. - Provide precise written feedback and documented input for AI training and continuous improvement.

Requirements

- At least three years of experience delivering Tier 2 or Tier 3 IT support. - Strong troubleshooting skills across hardware, software, operating systems, and networks, including root-cause analysis. - Experience documenting technical incidents and resolutions in an ITSM or comparable ticketing platform. - Strong written and verbal communication skills, especially when assisting non-technical users. - Ability to work proactively and independently in a remote project environment. - High attention to detail when producing technical explanations and process documentation.

Nice to have

- CompTIA A+, CompTIA Network+, or ITIL Foundation certification. - Experience contributing to knowledge bases, technical procedures, or support playbooks.

Benefits and work setup

- Remote contractor position. - Compensation listed at $30–$55 per hour.