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

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

Preferred Qualifications

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