Senior IT Support Specialist (Part Time)

Overview

We’re a growing MSP seeking a Senior IT Support Specialist to provide expert frontline support to U.S.-based clients. The role calls for strong troubleshooting, clear communication, sound judgment, and dependable ownership of support requests.

Mission

Deliver responsive, expert frontline support; resolve issues independently within scope and escalate when appropriate. Document all work performed and record all time accurately and promptly—every task, every time.

Outcomes

• Initial response: Respond through the ticketing system within 10 minutes of ticket creation during scheduled support coverage.
• Work records: Document every ticket’s issue, findings, actions, and resolution or next steps clearly enough for another technician to continue without clarification.
• Time tracking: Record 100% of work right after it is performed, against the correct ticket or activity, with accurate, meaningful descriptions and no overlapping or duplicate entries.
• Resolution: Verify resolution before closing, or follow the documented closure process; leave no follow-up undocumented.
• Escalation: Escalate promptly when risk, impact, access limits, or required expertise warrants it, with findings and assistance needed clearly documented.

Competencies

• Service mindset: Communicates calmly, empathetically, and professionally with technical and non-technical users.
• Technical expertise: Troubleshoots Windows, Microsoft 365, business applications, endpoint configurations, and connectivity issues involving IP, DNS, DHCP, Wi-Fi, and VPNs; remote support tools effectively.
• Structured problem solving: Investigates systematically, tests hypotheses, uses documentation and approved tools, and verifies results.
• Self-direction and ownership: Manages queue priorities with minimal supervision, follows through on open issues, and takes responsibility for outcomes.
• Judgment: Works within role and security boundaries, avoids unnecessary escalations, and seeks help promptly when risk, impact, or scope requires it.

Details

• Title: Senior IT Support Specialist
• Type: Independent Contractor
• Location: Fully remote (work from home)
• Schedule: Monday to Friday, 9:00 AM – 2:00 PM Eastern Time; some U.S. holidays excluded
• Compensation: Determined after interviews
• Benefits: Christmas bonus (13th salary), 14 days PTO after one year of service

Requirements

• Advanced English communication skills (written and verbal)
• 5+ years of IT support experience in a service desk or MSP environment
• Higher education (active or graduated) or equivalent technical certifications
• Reliable high-speed internet (fiber), a dependable computer with antivirus, a quiet workspace, and backup power

Responsibilities

• Frontline support: Handle calls, emails, and tickets; assess impact and priority, set expectations, and keep requesters informed.
• Troubleshooting and maintenance: Resolve endpoint, application, account, peripheral, and connectivity issues using structured diagnostics, approved tools, and available documentation. Perform authorized installations, configurations, updates, and routine maintenance.
• Service-desk operations: Manage the phone and ticket queue, follow SOPs and security requirements, and complete user-account and access tasks only within established permissions.
• Client onboarding and offboarding: Complete approved account, access, and endpoint setup or removal tasks according to client procedures and permissions.
• Documentation and timekeeping: Keep ticket notes and time records complete and current.
• Escalation and handoff: Investigate reasonably, seek help when needed, and provide a clear diagnostic handoff.
• Knowledge and collaboration: Share reusable solutions, flag recurring issues, suggest process improvements, participate in meetings, and communicate blockers to the team.