IT Support Representative

Sign-in difficulties, software errors, and connection questions make up the daily work of this IT Support Representative. You help users understand next steps and keep routine technical interruptions from slowing their work. The position sits within the IT support team, works under an IT support team lead, and collaborates with users, service desk colleagues, and technical specialists. This fully remote position lets you work from home in Maryland, United States. Clear explanations and careful handoffs matter as much as identifying the issue. The role requires a 40-hour weekly commitment. Working days and shift times may vary., * Receive user questions through the ticket queue, calls, and emails, using an IT help desk such as ServiceNow to organize incoming requests.

• Clarify the affected application, error message, recent changes, and business impact before summarizing the problem and checking relevant troubleshooting guidance.
• Check request urgency against established support priorities, and keep users informed when an issue needs another team or a longer investigation.
• Explain approved password reset, authentication, and single sign-on steps, staying within assigned access permissions and never requesting passwords or authentication codes.
• Guide users through basic application restarts, browser checks, and connection checks, explaining each step clearly and confirming what changes afterward.
• Use a remote support platform such as BeyondTrust for authorized viewing sessions when appropriate, explaining the session purpose and obtaining user permission first.
• Add troubleshooting steps, user responses, current status, and next actions to each ticket so colleagues can continue the conversation without repeating completed checks.
• Escalate unresolved technical issues to technical specialists and urgent access barriers to the IT support team lead, including symptoms and attempted solutions.
• Follow up on pending requests, relay specialist updates in plain language, and confirm the user’s issue is resolved before closing the ticket.
• Maintain quality through accurate ticket details, timely responses, complete notes, clear explanations, and consistent follow-up, using feedback from the team lead to improve.

Technical Support, Technical Support, Work From Home, Customer Support/Service, Team Lead/Manager, Identify Issues, ServiceNow, Help Desk, Check Processing, Establish Priorities, * High school diploma or equivalent.

• No experience required; related IT support, service desk, or customer assistance experience preferred.
• Basic understanding of authentication, single sign-on, and access control concepts, including when to refer access requests to authorized specialists.
• Familiarity with common workplace applications, browser settings, and basic connectivity checks; willingness to learn structured troubleshooting methods.
• Ability to explain technical steps in plain language, ask focused questions, and write concise, useful ticket notes.
• Willingness to learn ticket workflows and remote support tools through guided practice and apply feedback during daily user interactions.
• A reliable computer, high-speed internet, and quiet private workspace suitable for remote conversations and focused desk-based support.
• Availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

• Fully remote work from home in Maryland, with daily responsibilities handled through digital communication and support systems.
• Structured onboarding and training on an IT help desk such as ServiceNow and a remote support platform such as BeyondTrust.
• Regular check-ins with the team lead to discuss questions, review ticket handling, and identify practical development goals.
• Opportunities to build remote support, identity and access management knowledge, technical communication, and clear troubleshooting explanations through guided work.
• Health coverage, paid leave, a 401(k), maternity leave, and bonus opportunities.