Job Overview
Location
San Francisco Office
Job Type
Full-time
Category
Customer Support
Date Posted
May 19, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for employees experiencing technical issues with hardware, software, or network connectivity across Windows and macOS environments
- • Resolve incoming support tickets promptly and accurately using ticketing platforms such as Zendesk, Jira, or ServiceNow, ensuring no ticket goes unresolved or untracked
- • Diagnose and troubleshoot a wide range of technical problems including application failures, login errors, peripheral malfunctions, and performance slowdowns
- • Manage user accounts, permissions, and access controls through Active Directory and Microsoft 365, including onboarding new employees and offboarding departing ones
- • Assist with VPN connectivity issues, DNS configuration errors, and basic TCP/IP troubleshooting to restore network access and functionality
- • Maintain and update the internal knowledge base with clear, step-by-step documentation for common issues to reduce repeat tickets and improve team efficiency
- • Escalate complex, recurring, or unresolved issues to higher-level technical teams with detailed context, logs, and reproducible steps to expedite resolution
- • Communicate technical solutions in plain, empathetic language to non-technical users, ensuring clarity without condescension or frustration
- • Monitor ticket queues daily, prioritize urgent requests, and proactively follow up on pending items without requiring constant supervision
- • Collaborate cross-functionally with IT and security teams to implement updates, patches, and policy changes that impact end-user systems
- • Ensure all support activities comply with company security protocols and data handling standards
- • Participate in periodic system audits to verify account access rights and device compliance
- • Stay current with updates to Microsoft 365, Windows, and macOS platforms to provide accurate support for evolving technology
- • Document all actions taken on tickets, including resolutions, workarounds, and unresolved notes for future reference and knowledge sharing
- • Contribute to improving overall IT support workflows by identifying recurring pain points and suggesting process improvements
- • Maintain a high level of professionalism and responsiveness during support hours, even when handling multiple concurrent issues
- • Work independently in a fully remote environment while maintaining consistent communication and accountability for assigned tasks
- • Ensure user satisfaction by following up after resolution to confirm issues are fully resolved and users understand next steps
🎯 Requirements
- • At least 1 year of experience in IT support or a helpdesk role
- • Hands-on experience with Windows and macOS
- • Familiarity with at least one ticketing system (Zendesk, Jira, or ServiceNow)
- • Basic understanding of networking: VPN, DNS, TCP/IP
- • Ability to explain technical issues in plain language without making users feel bad for asking
- • Comfortable working independently and managing a ticket queue without constant supervision
🏖️ Benefits
- • Fully remote position open to candidates anywhere in the United States
- • Hourly rate of $25–$30
- • Opportunity to be a foundational member of the US technical support team
- • Direct impact on employee productivity and company operations through timely issue resolution
Skills & Technologies
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About Careerswift AI Inc.
Careerswift AI is an AI-powered talent acquisition platform designed to streamline and optimize the hiring process for businesses. It leverages artificial intelligence to automate tasks such as candidate sourcing, screening, interview scheduling, and communication. The platform aims to reduce time-to-hire, improve candidate experience, and enhance the quality of hires by providing intelligent insights and analytics to recruiters and hiring managers. Careerswift AI operates within the human resources technology (HR Tech) industry, offering a comprehensive solution for modern recruitment challenges.
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