IT Specialist

Doma

. Serve as the first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone .

Posted 9/22/2026contractRemote • United StatesJunior💰 $25 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates foundational IT support capabilities, including troubleshooting hardware and software issues across Windows and macOS environments, while effectively managing user access and identity requests. Exhibits strong communication skills and a service-oriented approach to enhance employee support and operational readiness.

Highest-signal resume keywords

IT Support ExperienceWindows And macOS TroubleshootingMicrosoft 365 ProficiencyFreshservice Or ServiceNow FamiliarityCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingHardware SupportSoftware SupportNetwork TroubleshootingIdentity And Access ManagementDevice PreparationMFA EnrollmentRemote Support ToolsIncident EscalationDocumentation

Soft Skills

Service-Oriented ApproachClear CommunicationEmpathyPatienceProfessionalism

Tools & Technologies

FreshserviceServiceNowJira Service ManagementIntuneJamfEntra IDSnipe-ITVPNTeamsAI-Enabled Automations

Certifications & Qualifications

CompTIA A+ITIL FoundationSecurity+

Industry Keywords

ITIL PracticesCybersecurityChange ControlData HandlingIncident Management

Tech Stack

Tools & technologies

Cyber SecurityDNSITSMJamfMacOSServiceNow

About the role

Key responsibilities & impact

Serve as the first point of contact for IT requests and incidents through Freshservice, email, Teams, and phone
Troubleshoot and resolve Tier 1 hardware, software, Windows, macOS, Microsoft 365, connectivity, VPN, and access issues
Assist with selected Tier 2 issues under guidance and document diagnoses and outcomes
Assess impact and urgency, meet service expectations, and provide timely updates
Escalate unresolved, high-impact, or security-sensitive issues through defined paths
Support employee onboarding, device preparation, account creation, MFA enrollment, and day-one readiness
Complete offboarding tasks, including account actions, asset recovery, and license reclamation
Fulfill identity and access requests such as password resets, MFA enrollment, mailbox permissions, and group membership changes
Track equipment assignments, returns, shipments, and device reimaging in Snipe-IT or the designated asset management system
Participate in cybersecurity cross-training and follow access governance, change control, data handling, and incident escalation procedures
Recognize and report suspicious activity such as phishing, unusual access behavior, and potentially compromised devices
Record troubleshooting steps and resolutions in the ITSM; create knowledge articles, FAQs, and quick guides
Use approved AI-enabled automations, review outputs for accuracy and security, and identify opportunities for self-service or automation
Participate in service reviews and recommend improvements to employee support and operational readiness

Requirements

What you’ll need

Approximately one to two years of experience in IT support, help desk, desktop support, or comparable hands-on technical work
Foundational knowledge of Windows or macOS, Microsoft 365, Teams, remote support tools, identity and access concepts, and basic network troubleshooting
Ability to diagnose issues methodically, explain next steps in plain language, and confirm that the solution meets the employee's need
Service-oriented approach marked by empathy, patience, professionalism, and respect
Clear written and verbal communication, including accurate ticket notes and concise user-facing instructions
Sound judgment when prioritizing work, protecting confidential information, following procedures, and deciding when to escalate
Curiosity, adaptability, and interest in automation, information security, and modern IT operations
Preferred: experience with Freshservice, ServiceNow, or Jira Service Management
Preferred: familiarity with Intune, Jamf, Entra ID, or comparable endpoint and identity management tools
Preferred: working knowledge of Wi-Fi, VPN, DNS, and remote access troubleshooting
Preferred: awareness of ITIL practices and foundational security concepts
Preferred: CompTIA A+, ITIL Foundation, Security+, or active interest in pursuing a relevant certification

Benefits

Comp & perks

Structured training and hands-on mentoring
Opportunities to pursue relevant IT certifications
Paid Time Off (PTO)
12 Weeks of Paid Family Bonding Leave (Maternity and Paternity)
Medical, dental, and vision benefits
Health Savings Account (HSA)
401K with company match program
Short-Term & Long-Term Disability
Supplemental Life and AD&D Insurance
Critical Illness, Injury and Hospital Insurance