Extract Wellness LLC, a leading wellness organization that manufactures premium hemp-derived wellness products, is seeking a dedicated and proficient IT Support Specialist to join our growing team. This is a full-time, fully remote position ideal for a self-motivated individual passionate about technology and problem-solving. As the first point of contact for technical assistance, you will play a vital role in ensuring the smooth operation of our IT systems and providing exceptional support to our staff. While this is a remote role, candidates should be able to work effectively during US Eastern Time business hours to support our core team.
Key Responsibilities
* Serve as the primary point of contact for employees seeking technical assistance, responding to queries via our helpdesk system, email, and internal chat.
* Diagnose, troubleshoot, and resolve technical hardware and software issues involving computer systems, mobile devices, and network infrastructure.
* Install, configure, and maintain computer hardware, operating systems, and applications.
* Manage user accounts and permissions, including onboarding and offboarding processes, across our key systems such as Microsoft 365.
* Document technical issues, solutions, and processes meticulously within our ticketing system and knowledge base.
* Escalate complex and unresolved issues to senior IT personnel or third-party vendors when necessary.
* Assist in maintaining IT asset inventories and ensuring compliance with company security policies.
* Provide user training and support on new hardware and software to enhance organisation-wide productivity.
Qualifications
* Proven experience working as an IT Support Specialist, Helpdesk Technician, or in a similar technical support role.
* Strong knowledge of Windows and macOS operating systems.
* Hands-on experience with Microsoft 365 or Google Workspace administration.
* Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.
* Exceptional communication and interpersonal skills, with a talent for explaining complex information to non-technical users.
* A strong customer-service focus and a patient, professional demeanour.
* Demonstrated ability to work independently and manage time effectively in a remote environment.
* A degree in Information Technology or a related field, or relevant professional certifications (e.g., CompTIA A+, Microsoft Certified), is highly desirable.
Benefits
* A competitive hourly wage in the range of $21 - $30 USD.
* The flexibility and autonomy of a fully remote working environment.
* The opportunity to join a supportive and collaborative team within a dynamic and expanding industry.
* A key role where your contributions have a direct and meaningful impact on the organisation's success.