IT Help Desk Specialist

• Keep the help desk dashboard at zero, including open tickets, pending account requests and system health alerts
• Resolve most support tickets and escalate remaining issues with investigation completed
• Set up and remove user accounts across Salesforce, Vonage, SMS Magic and other tools
• Troubleshoot calling, callback and voicemail issues with agents and coordinate with Vonage support
• Manage business phone number assignments, releases and spam-label removal requests with AT&T, Verizon and T-Mobile
• Maintain users and numbers in the business texting platform
• Process call-recording deletion requests under the privacy process
• Correct sales and order records when automated checks flag mismatches
• Serve as the first point of contact for 150+ users and manage accounts, phone setup and support tickets

• 2+ years in IT help desk, technical support or contact center support
• Salesforce experience strongly preferred, especially managing users, permissions and records
• Strong troubleshooting skills
• Track record of working independently; self-motivated, organized and able to manage time
• Excellent written and spoken English
• Reliable internet and a quiet workspace for the full 7:30 AM to 3:30 PM US Central Time schedule
• Salesforce Administrator certification, Vonage Contact Center (VCC) or another cloud contact center platform, SMS platforms, telecom or phone number management, and experience supporting sales teams are nice to have

• Remote work
• Autonomy and little supervision
• International applicants welcome
• Reliable internet and quiet workspace required (not a benefit)