IT Support Technician

Job Title: IT Support Technician

Monthly Pay: $4,696 - $7,095 USD per month

Summary: An IT support request arrives, gets checked, moves through guided troubleshooting, and closes with a confirmed resolution and clear notes. This entry-level technician supports everyday computer, application, and connectivity needs so employees can return to their work with fewer interruptions. The position sits within the IT support team, works under an IT support team lead, and collaborates with employees, experienced technicians, and system administrators. This is a fully remote, desk-based position offering work from home in Michigan, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive employee requests through an IT help desk such as Freshservice, reviewing incoming tickets, emails, and reported symptoms before beginning troubleshooting.
• Confirm the affected application or device, understand the business impact, and record error messages, timing, and steps already attempted in the ticket.
• Categorize requests and assign priority using team guidelines, identifying interruptions that need prompt review by the IT support team lead.
• Guide employees through approved checks for application access, browser behavior, computer settings, and network connectivity, explaining each step in plain language.
• Use a remote access tool such as TeamViewer, with employee permission, to inspect settings and perform approved troubleshooting without any on-site duties.
• Assist with password resets and account access requests using established identity verification steps, referring access changes outside assigned permissions to system administrators.
• Record troubleshooting actions, test results, and employee responses as work progresses so another technician can continue without repeating completed checks.
• Escalate unresolved or recurring issues to experienced technicians or system administrators, providing clear symptoms, relevant context, and the results of attempted fixes.
• Follow up on open requests, share progress with employees, confirm restored functionality, and close tickets only after recording the outcome and next steps.
• Meet quality expectations through accurate troubleshooting, appropriate turnaround, complete notes, timely follow-up, and clear explanations that employees can understand and use.

Qualifications:

• High school diploma or equivalent.
• No experience required; related experience helping users with computer or application issues is preferred.
• Foundational understanding of computer components, application settings, and basic network troubleshooting, including TCP/IP connectivity and domain name system concepts.
• Familiarity with an IT help desk such as Freshservice and a remote access tool such as TeamViewer is preferred; training supports entry-level learning.
• Ability to follow step-by-step technical instructions, test one change at a time, and recognize when an issue needs escalation.
• Clear spoken and written communication for explaining technical steps to employees with different levels of computer familiarity.
• Ability to maintain accurate ticket notes, protect sensitive information, and follow established access controls when supporting employee accounts.
• A reliable computer, high-speed internet, and a quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Perks & Benefits:

• Fully remote work from home in a desk-based IT support role.
• Structured onboarding and training on an IT help desk such as Freshservice and a remote access tool such as TeamViewer.
• Regular check-ins with the IT support team lead to review questions, troubleshooting decisions, and learning progress.
• Opportunities to build technical troubleshooting, incident management, remote support, and technical documentation skills through everyday employee requests.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.