Remote IT Support Specialist

Brown Haven Homes is a growing US based homebuilder, and we're hiring a remote IT Support Specialist (Tier 1) to be the first friendly point of contact for our team's day-to-day technology needs. You'll help people get into their email, gain access to the software they need, set up new hires, and resolve the everyday issues that get in the way of good work — quickly, patiently, and with a service mindset. This role has significant growth potential, with the opportunity for performance-based monthly bonuses, career advancement, and a collaborative, supportive team environment where you'll learn, grow, and have fun!

What You'll Do:

Serve as the first responder for incoming IT requests in our Freshservice help desk — via the portal, email, chat, and Microsoft Teams
Resolve issues with independent judgment — password resets, MFA / Microsoft Authenticator enrollment, email and login problems, account lockouts, and "I can't get into X" requests
Fulfill service-catalog requests accurately: software access, email/SharePoint access, distribution lists, shared mailboxes, Microsoft Teams creation, and application access grants
Own the IT side of employee onboarding and offboarding — create and configure new-hire accounts (Microsoft 365 / Entra ID), set up consultants and contractors, process role changes, and on departure revoke access and reclaim assets cleanly and on time
Troubleshoot common Microsoft 365 issues (Outlook, Teams, SharePoint, OneDrive, Word/Excel) and browser, account, and application problems, walking users through fixes step by step
Remotely triage hardware, Wi-Fi, printing/scanning, and phone issues — diagnose, guide the user, track assets, and coordinate shipping, depot repair, or local hands when something needs to be touched in person
Recognize and act on security signals — phishing reports, suspicious sign-ins, and impossible-travel/malware alerts — logging and escalating them immediately per our security procedures
Escalate complex or out-of-scope issues to senior IT with clear, well-documented notes and the right priority
Work within defined response and resolution SLAs, keeping ticket status, category, and priority accurate and following up until the user confirms the issue is fixed
Build and maintain knowledge-base articles, how-to guides, and FAQs so common issues get faster and easier to solve over time
Maintain accurate records of accounts, access, assets, and licenses
Communicate clearly and kindly with non-technical teammates, set expectations, and follow up proactively
Maintain the confidentiality and security of sensitive company and employee information

Experience Requirements:

Proven experience in IT support, help desk, or technical support, ideally supporting a remote or distributed team during US business hours
Hands-on experience administering Microsoft 365 / Outlook / Teams / SharePoint (user accounts, mailboxes, password resets, MFA, distribution lists, group and license management)
Comfort with user provisioning, access management, and identity tools — Expertise in Microsoft Entra ID / Azure AD is a strong requirement.
Experience working in a ticketing / ITSM system (Freshservice, ServiceNow, Jira Service Management, or Zendesk), including following structured request and fulfillment workflows
Solid troubleshooting instincts across Windows, browsers (Chrome/Edge), common SaaS apps, networking basics, and connectivity issues
Strong organizational and time management skills with the ability to prioritize, juggle multiple requests, and meet SLA / response-time expectations
Excellent communication and interpersonal skills, with the patience to support non-technical users and explain solutions simply
Security-aware and trustworthy — able to spot phishing and suspicious activity, and to handle confidential information with care
Self-motivated, proactive, detail-oriented, and genuinely helpful — you take ownership until a problem is truly solved

Bonus Skills:

Experience with Microsoft Entra ID / Azure AD, ADP, or other HR / identity / SCIM provisioning systems
Familiarity with self-service IT portals, MDM, or endpoint management tools
Experience supporting business apps like HubSpot, Salesforce, DocuSign, Adobe Creative Cloud, or Asana
Exposure to construction or homebuilding-industry software (e.g., MarkSystems/ECI, ITK, Lotspec, Revit, CanIBuild) — a plus, but we'll teach you what you need
Experience writing knowledge-base articles and standard operating procedures from scratch
Technical Requirements
A primary computer with sufficient RAM and processing power to run multiple support, communication, and admin tools simultaneously (including 10+ tabs in Google Chrome)
Primary internet service with speeds of at least 50 Mbps
Backup power supply (reimbursement available if you need to purchase)

Application Process

Please complete the following steps to apply.

Email Bogdan at ---------- with the subject line:
Application - Remote IT Support - [Your First and Last Name]

In the body of the email, include:
A Google Drive link to a brief video introduction of yourself, discussing your work history, your IT support experience, and what you like to do for fun
A Google Drive link to your resume/CV (and any relevant certifications or portfolio, if available)
Two professional references along with contact information for both
A link to past deliverables and work you’ve produced in related to IT process buildout
Important Requirement — I'd also like you to include in the email:
An outline of your 3 top strengths and how you've come to realize they're your top strengths over your career
The 1–3 top job functions you've most disliked in other roles you've had
3 things you're actively learning or working on improving right now
The last time you failed at a task and what happened afterward

Once you complete the above, I'll reach out with a meeting link to schedule a time for us to chat.

Thank you!