IT Support Specialist

Shield

. Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure .

Posted 9/29/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $23 - $30 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical issues across various platforms, including Windows, Active Directory, and Microsoft 365, while providing exceptional customer support. Proficient in managing user accounts, virtual desktops, and network connectivity, with a strong focus on documentation and process improvement.

Highest-signal resume keywords

Technical Support ExperienceWindows Operating SystemActive Directory ManagementMicrosoft 365 ProficiencyVirtual Desktop Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTechnical SupportUser Account ManagementNetwork ConfigurationRemote Support ToolsIT Service ManagementVirtualizationBackup and RecoveryDNS ManagementDHCP Management

Soft Skills

Communication SkillsAttention to DetailOrganizational SkillsSound JudgmentCalm Under Pressure

Tools & Technologies

VMware HorizonCitrixRDSNinjaOneVeeamVoIPMDMNetwork Security AppliancesWindows ServerGroup Policy

Certifications & Qualifications

VCTAVCPCCNAMicrosoft Certifications

Industry Keywords

Managed Services ProviderMulti-Customer SupportCloud InfrastructureVirtualizationNetworking

Tech Stack

Tools & technologies

CitrixCloudDNSITSMTCP/IPVMwareVoIP

About the role

Key responsibilities & impact

Investigate and resolve escalated end-user technical issues across applications, operating systems, virtual desktops, authentication, networking, endpoints, and supporting infrastructure
Troubleshoot methodically by reviewing symptoms, logs, alerts, recent changes, and business impact to identify root causes
Provide customer support through phone, email, chat, remote sessions, and the IT service management platform
Review tickets, previous troubleshooting, and environmental context to determine next steps, identify patterns, and escalate appropriately
Manage and troubleshoot user accounts, access requests, MFA, Active Directory, Microsoft 365, onboarding, and offboarding
Configure and support virtual desktops, desktops, laptops, mobile devices, printers, peripherals, and client applications in cloud or hosted environments
Diagnose connectivity, DNS, DHCP, VLAN, and other network issues; escalate to Tier Three Engineering while maintaining ownership through resolution
Review, triage, and respond to monitoring alerts and events
Build familiarity with customer environments and identify opportunities to prevent recurring issues, improve documentation, and increase support efficiency
Document customer communications, troubleshooting steps, findings, and resolutions in the IT service management platform
Create and improve knowledge base documentation, share lessons learned, and support cross-training
Perform approved application upgrades, maintenance, and after-hours support activities as needed

Requirements

What you’ll need

High school diploma or equivalent required
Associate degree in Information Technology or a related field preferred
Three or more years of professional IT support experience, preferably within a Managed Services Provider or multi-customer support environment
Demonstrated experience troubleshooting beyond scripted solutions and standard knowledge base procedures
Strong working knowledge of Windows, Active Directory, Microsoft 365, TCP/IP, DNS, DHCP, remote support tools, and IT service management platforms
Experience supporting virtual desktop, remote desktop, or hosted application environments such as VMware Horizon, Citrix, RDS, or similar technologies
Familiarity with VMware, Hyper-V, Windows Server, Group Policy, RMM tools such as NinjaOne, Veeam or comparable backup tools, VoIP, MDM, and network security appliances preferred
Strong technical curiosity and desire to continue developing expertise across cloud infrastructure, virtualization, networking, automation, backup and recovery, security, and Microsoft technologies
Strong written and verbal communication skills, sound judgment, attention to detail, and ability to remain calm and organized while managing multiple issues
Technical certifications such as VCTA, VCP, CCNA, or Microsoft certifications are a plus, but not required
Ability to work Monday–Friday during core first-shift business hours covering the Pacific Time Zone, starting between 0700 and 0900 PST

Benefits

Comp & perks

Opportunity to deepen technical expertise across cloud infrastructure, virtualization, networking, Microsoft technologies, monitoring, backup and recovery, automation, and security
Growth toward senior support or engineering responsibilities
Opportunity to share knowledge with teammates and support cross-training