Extract Wellness LLC, a leading wellness organization that manufactures premium hemp-derived wellness products, is seeking a dedicated and proficient IT Support Specialist to join our growing team. This is a full-time, fully remote position ideal for a self-motivated individual passionate about technology and problem-solving. As the first point of contact for technical assistance, you will play a vital role in ensuring the smooth operation of our IT systems and providing exceptional support to our staff. While this is a remote role, candidates should be able to work effectively during US Eastern Time business hours to support our core team.

Key Responsibilities

* Serve as the primary point of contact for employees seeking technical assistance, responding to queries via our helpdesk system, email, and internal chat.

* Diagnose, troubleshoot, and resolve technical hardware and software issues involving computer systems, mobile devices, and network infrastructure.

* Install, configure, and maintain computer hardware, operating systems, and applications.

* Manage user accounts and permissions, including onboarding and offboarding processes, across our key systems such as Microsoft 365.

* Document technical issues, solutions, and processes meticulously within our ticketing system and knowledge base.

* Escalate complex and unresolved issues to senior IT personnel or third-party vendors when necessary.

* Assist in maintaining IT asset inventories and ensuring compliance with company security policies.

* Provide user training and support on new hardware and software to enhance organisation-wide productivity.

Qualifications

* Proven experience working as an IT Support Specialist, Helpdesk Technician, or in a similar technical support role.

* Strong knowledge of Windows and macOS operating systems.

* Hands-on experience with Microsoft 365 or Google Workspace administration.

* Excellent problem-solving skills and the ability to diagnose and resolve technical issues efficiently.

* Exceptional communication and interpersonal skills, with a talent for explaining complex information to non-technical users.

* A strong customer-service focus and a patient, professional demeanour.

* Demonstrated ability to work independently and manage time effectively in a remote environment.

* A degree in Information Technology or a related field, or relevant professional certifications (e.g., CompTIA A+, Microsoft Certified), is highly desirable.

Benefits

* A competitive hourly wage in the range of $21 - $30 USD.

* The flexibility and autonomy of a fully remote working environment.

* The opportunity to join a supportive and collaborative team within a dynamic and expanding industry.

* A key role where your contributions have a direct and meaningful impact on the organisation's success.