Remote Help Desk & IT Support Specialist

About the role

Umpisa Inc. is seeking a dedicated, customer‑focused Help Desk & IT Support Specialist to deliver first‑level technical assistance to internal users. This remote position offers the chance to work within a self‑organizing Scrum team in a scaled agile environment.

Key responsibilities

• Provide first‑line support for hardware, software, and network issues.
• Respond quickly to tickets, email, chat, or phone requests.
• Troubleshoot and resolve common problems with PCs, laptops, printers, applications, and connectivity.
• Escalate complex incidents to appropriate teams.
• Document issues, resolutions, and procedures accurately.
• Assist with user account setup, access management, and basic system administration.
• Maintain timely, professional communication with end users.
• Follow IT policies, security standards, and best practices.

Required profile

• 2‑5 years of experience in a Help Desk, IT Support, or similar role.
• Intermediate knowledge of Windows OS (and/or macOS) and Microsoft 365/Office applications.
• Basic networking and troubleshooting skills.
• Strong problem‑solving and communication abilities.
• Customer‑oriented mindset with attention to detail.
• Ability to work independently and manage multiple support requests.

Required skills

• Windows operating system
• macOS
• Microsoft 365 / Office applications
• Basic networking
• Ticketing systems (e.g., Jira, ServiceNow, Zendesk)
• Active Directory (basic user access management)
• IT‑related certification (optional)

What we offer

• Fully remote work setup.
• Mid‑shift schedule starting at 3:00 PM, with potential flexibility based on performance.
• Opportunity to collaborate in a progressive technology services company.