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IT Help Desk Specialist - Remote

<h3>IT Help Desk Specialist </h3><ul><li>Location: Remote. International applicants welcome.</li><li>Schedule: Monday to Friday, 7:30 AM to 3:30 PM US Central Time</li><li>Type: Full-time independent contractor</li></ul>About the roleWe run sales and support teams across several health and wellness brands. Everything they do runs on Salesforce, a cloud phone system and a business texting platform. When something breaks, you're the one who fixes it.You'll be the first point of contact for 150+ users: their accounts, their phone setup and their support tickets. You'll escalate only what truly needs a system change.How we workThis role is built for someone who doesn't need to be managed. There's no daily task list handed to you. Your work lives on a dashboard that shows every open ticket, pending request and system alert, and your goal is to keep it empty.We're looking for someone who:<ul><li>Starts the day by checking the dashboard, not by waiting for direction</li><li>Figures things out before asking</li><li>Manages their own time and priorities, and knows what's urgent and what can wait until the afternoon</li><li>Follows through without reminders and closes the loop with the person who asked</li><li>Can be trusted with admin access to the tools the whole company depends on</li></ul>If you do your best work with clear ownership and little supervision, this is that job.What you'll do<ul><li>Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts</li><li>Resolve most support tickets yourself, and escalate the rest with the investigation already done</li><li>Set up and remove user accounts across Salesforce, Vonage, SMS Magic and our other tools as people join, change roles or leave</li><li>Troubleshoot calling, callback and voicemail issues with agents, and work with Vonage support on open cases</li><li>Manage our business phone numbers: assignments, releases, and requesting spam-label removal with the carriers (AT&T, Verizon, T-Mobile)</li><li>Maintain users and numbers in our business texting platform</li><li>Process requests to delete call recordings under our privacy process</li><li>Correct sales and order records when automated checks flag a mismatch</li></ul>What you'll need<ul><li>2+ years in IT help desk, technical support or contact center support</li><li>Salesforce experience strongly preferred, especially managing users, permissions and records</li><li>Strong troubleshooting skills: you can take a vague "it's not working," find the cause, and fix it or explain it clearly</li><li>A track record of working independently: self-motivated, organized and good at managing your own time</li><li>Excellent written and spoken English; most communication is written, in tickets and Slack</li><li>Reliable internet and a quiet workspace for the full 7:30 to 3:30 CT schedule</li></ul>Nice to have<ul><li>Salesforce Administrator certification</li><li>Vonage Contact Center (VCC) or another cloud contact center platform</li><li>SMS platforms, telecom or phone number management</li><li>Experience supporting sales teams</li></ul>

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