IT Help Desk Specialist (Remote)

About the role

We run sales and support teams across several health and wellness brands. As the IT Help Desk Specialist you’ll be the first point of contact for 150+ users, handling accounts, phone setups and support tickets.

Key responsibilities

• Keep the help desk dashboard at zero by clearing open tickets, pending requests and system alerts.
• Resolve most support tickets independently and escalate only when necessary, with investigation already performed.
• Set up and remove user accounts across Salesforce, Vonage, SMS Magic and other tools as staff join, change roles, or leave.
• Troubleshoot calling, callback and voicemail issues, collaborating with Vonage support on open cases.
• Manage business phone numbers, including assignments, releases, and spam‑label removal with carriers.
• Maintain users and numbers in the business texting platform.
• Process requests to delete call recordings according to privacy procedures.
• Correct sales and order records when automated checks flag mismatches.

Required profile

• 2+ years experience in IT help desk, technical support or contact‑center support.
• Self‑motivated, organized and able to manage time independently.
• Excellent written and spoken English; most communication is written in tickets and Slack.
• Reliable internet connection and a quiet workspace for the full 7:30 AM‑3:30 PM CT schedule.

Required skills

• Salesforce user and permission management.
• Vonage (cloud contact‑center) administration.
• SMS Magic or similar business texting platform.
• Strong troubleshooting ability to diagnose and resolve vague issues.
• User account creation, modification and de‑provisioning across multiple SaaS tools.