Position Details

Salary $24 – $28 USD / year

Type Full-Time

Experience mid

Exp. Years 2+ years

Education Not specified

Category IT Support & Helpdesk

About this role

Remote IT helpdesk role supporting employees with IT issues, ticketing, and incident resolution.

Key Responsibilities

Provide exceptional customer service by answering inbound calls and resolving user issues via JSM tickets
Prioritize support requests based on impact and urgency, adhering to SLAs
Troubleshoot applications and systems remotely and escalate when necessary
Coordinate with other IT teams and participate in IT projects
Assist with user access provisioning and weekend rotation coverage

Technical Overview

Key tools include Jira Service Management; environment includes Windows and MacOS endpoints, standard IT systems, networking basics, and security concepts.

Ideal Candidate

The ideal candidate is a mid-level IT helpdesk professional with 2+ years of technical support experience, proficient in Jira Service Management, Windows and MacOS environments, and able to work remotely with weekend shifts.

Must-Have Skills

2+ years of experience in technical support or customer serviceStrong understanding of IT systems and troubleshooting techniquesExcellent verbal and written communication skillsAbility to work independently and as part of a teamStrong problem-solving and analytical skillsProficiency in using JSM or similar ticketing systemsAvailability to work a rotating weekend shift

Nice-to-Have Skills

Knowledge of networking and security conceptsExperience with a variety of hardware and software platformsExperience with Windows and MacOS

Tools & Platforms

Jira Service ManagementJSMTicketing SystemsWindowsMacOS

Required Skills

Jira Service ManagementWindowsMacOSTicketing SystemsRemote troubleshootingSLAsIT systemsNetworking conceptsSecurity concepts

Hard Skills

Jira Service Management (JSM)WindowsMacOSTicketing systemsRemote troubleshootingSLAsIT systemsNetworking conceptsSecurity concepts

Soft Skills

Customer serviceExcellent verbal and written communicationAbility to work independently and as part of a teamProblem-solving and analytical skills

Industry & Role

Industry Banking

Job Function Deliver remote IT helpdesk support and ticket management for Lakeview Loan Servicing employees

Role Subtype IT Support Specialist

Tech Domains ITSM / ServiceNow, Windows Server, Windows, MacOS, Networking

Clearance & Visa

Visa Sponsorship No

Keywords for Your Resume

helpdeskit supportremotejsmjira service managementticketing systemwindowsmacostroubleshootingslascustomer servicecommunicationteamworkweekend shiftbankingfintechremote support2+ yearslending industry

Deal Breakers

2+ years of experience in technical support, Authorized to work in the United States, Availability for rotating weekend shifts

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