Technical Support Specialist - (IT Support Specialist)

Tech Support Specialist (IT Helpdesk, SaaS Support, Zendesk/Jira) – Remote | U.S. Hours Position Type: Full-Time, Remote Working Hours: U.S. Business Hours About the Role We’re hiring a Tech Support Specialist to provide fast, clear, and effective technical support for customers and internal users. This role is focused on resolving Level 1 and Level 2 technical issues , managing support tickets, documenting solutions, and escalating complex cases to engineering or higher-tier support teams. If you’re a strong troubleshooter, clear communicator, and comfortable supporting SaaS, software, hardware, or IT helpdesk issues , this role is for you. What You’ll Own Customer Support & Troubleshooting Respond to support tickets, calls, and chats through platforms like: Zendesk Freshdesk Jira Service Desk ServiceNow Diagnose and resolve Level 1 / Level 2 technical issues Support common issues such as: Password resets Connectivity problems App errors Access issues Explain technical solutions in clear, simple language Issue Escalation Escalate complex issues to Tier 2/3 support, DevOps, or engineering Document troubleshooting steps before escalation Ensure handoffs are clear, complete, and easy to act on Basic System Administration Handle account provisioning and access permissions Perform system resets and user access updates Support onboarding and offboarding workflows Documentation & Knowledge Base Create and update FAQs and support documentation Document recurring issues and s