IT Help Desk Specialist – Remote

Job Summary

This role supports sales and support teams by managing user accounts, phone setups, and support tickets primarily on Salesforce and related platforms. The specialist acts as the first point of contact for over 150 users and ensures smooth operation of IT systems.

Responsibilities

• Maintain a zero backlog on the help desk dashboard by resolving open tickets, account requests, and system alerts.
• Handle most support tickets independently and escalate only after thorough investigation.
• Manage user accounts on Salesforce, Vonage, SMS Magic, and other tools for onboarding, role changes, and departures.
• Troubleshoot calling, callback, and voicemail issues, collaborating with Vonage support when needed.
• Administer business phone numbers including assignments, releases, and spam-label removal requests with carriers like AT&T, Verizon, and T-Mobile.
• Maintain users and phone numbers within the business texting platform.
• Process call recording deletion requests according to privacy policies.
• Correct sales and order records flagged by automated checks.

Must haves

• At least 2 years of experience in IT help desk, technical support, or contact center support.
• Experience with Salesforce, especially managing users, permissions, and records.
• Strong troubleshooting skills to identify and resolve issues or explain them clearly.
• Proven ability to work independently with good time management and organization.
• Excellent written and spoken English, with most communication via tickets and Slack.
• Reliable internet connection and quiet workspace for the full US Central Time schedule (7:30 AM to 3:30 PM).

Nice to haves

• Salesforce Administrator certification.
• Experience with Vonage Contact Center (VCC) or other cloud contact center platforms.
• Familiarity with SMS platforms, telecom, or phone number management.
• Experience supporting sales teams.

We refresh listings regularly, but some roles close early on the source platform.