IT Help Desk Specialist (Remote)

About the role

We run sales and support teams across several health and wellness brands, using Salesforce, a cloud phone system and a business texting platform. 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 closing 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 of experience in IT help desk, technical support or contact‑center support.
• Strong troubleshooting ability to diagnose vague issues and provide clear solutions.
• Proven ability to work independently, self‑motivated and organized.
• Excellent written and spoken English; most communication is via tickets and Slack.
• Reliable internet connection and a quiet workspace for the full 7:30 AM‑3:30 PM CT schedule.

Required skills

• Salesforce administration (user, permission, and record management).
• Vonage or other cloud contact‑center platform.
• SMS platforms and telecom/phone‑number management.
• General troubleshooting of phone and software systems.
• User account provisioning and de‑provisioning.