IT Support Specialist

Role Title: IT Support Specialist

Role Type: Contractor

Location: Remote

micro1 is selecting experienced IT Support Specialists to contribute their technical expertise to an innovative customer project. In this role, you'll apply your expertise to help train next-generation AI systems. Your work will shape how models learn, reason, and perform through high-quality, real-world input. No prior experience in AI is required — your domain knowledge is what matters.

Scope of Work

1. Diagnose and resolve common hardware and software issues across Windows, Mac, and Linux environments, focusing on real-world troubleshooting scenarios.
2. Document incident details, troubleshooting steps, and resolutions with clarity and precision using ticket management systems (ITSM).
3. Utilize networking knowledge (TCP/IP, DNS, VPN) to resolve connectivity and configuration incidents.
4. Support non-technical users by providing clear, empathetic communication and step-by-step technical guidance.
5. Contribute detailed, scenario-based examples and process documentation that reflect best practices in IT support.
6. Ensure all input and feedback is well-documented for AI training and continuous improvement purposes.
7. Collaborate asynchronously within a remote engagement model, delivering high-quality, written and verbal feedback.

Preferred Qualifications

1. Minimum of 3 years’ experience providing Tier 2/3 IT support in diverse operating system and network environments.
2. Deep familiarity with troubleshooting hardware, software, and networking issues, including root cause analysis.
3. Proficiency in documenting technical incidents and resolutions using ITSM or similar ticketing platforms.
4. Strong written and verbal communication skills, with a focus on supporting non-technical end users.
5. Certifications such as CompTIA A+, CompTIA Network+, or ITIL Foundation are advantageous.
6. Demonstrated ability to contribute to technical process documentation and knowledge bases.
7. Proactive, detail-oriented, and comfortable participating in remote, independent project engagements.