IT Help Desk Specialist

• Serve as the first point of contact for 150+ users
• Keep the help desk dashboard at zero by managing 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
• Work with Vonage support on open cases
• Manage business phone numbers, including 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

• 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, being self-motivated, organized and managing own 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 is nice to have
• Vonage Contact Center (VCC) or another cloud contact center platform is nice to have
• Experience with SMS platforms, telecom or phone number management is nice to have
• Experience supporting sales teams is nice to have

• Fully remote work arrangement
• Independent contractor arrangement
• Autonomy and little supervision
• International applicants welcome