IT Help Desk Specialist - Remote
At a glance
Mid-level IT Support & Helpdesk role at Tribe Wellness. Remote, Honduras.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Keep the help desk dashboard clear by closing tickets, account requests and system health alerts
- Resolve support issues directly when possible; send tougher cases onward after investigating them
- Add and remove user accounts in Salesforce, Vonage, SMS Magic and other tools as staff change roles
- Work with agents to diagnose calling, callback and voicemail faults, then coordinate open cases with Vonage
- Handle phone-number changes, texting users, recording deletion requests and sales or order records flagged for correction
What you bring
- At least two years supporting users in IT help desk, technical support or contact center roles
- Salesforce experience is preferred, particularly with user access, permissions and records
- You can trace unclear technical faults to a cause, fix them or explain what is happening
- You can manage priorities without close supervision and communicate clearly in written and spoken English
- You can work the stated schedule with dependable connectivity and a quiet place to take calls
Who this fits
This suits someone who takes ownership of a support queue and can work with little day-to-day direction. It is a remote, full-time independent contractor role open to international applicants, with a Monday-to-Friday schedule from 7:30 AM to 3:30 PM US Central Time.
From the employer
IT Help Desk Specialist
Location: Remote. International applicants welcome.
Schedule: Monday to Friday, 7:30 AM to 3:30 PM US Central Time
Type: Full-time independent contractor
About the role
We run sales and support teams across several health and wellness brands. Everything they do runs on Salesforce, a cloud phone system and a business texting platform. When something breaks, you're the one who fixes it.
You'll be the first point of contact for 150+ users: their accounts, their phone setup and their support tickets. You'll escalate only what truly needs a system change.
How we work
This role is built for someone who doesn't need to be managed. There's no daily task list handed to you. Your work lives on a dashboard that shows every open ticket, pending request and system alert, and your goal is to keep it empty.
We're looking for someone who:
Starts the day by checking the dashboard, not by waiting for direction
Figures things out before asking
Manages their own time and priorities, and knows what's urgent and what can wait until the afternoon
Follows through without reminders and closes the loop with the person who asked
Can be trusted with admin access to the tools the whole company depends on
If you do your best work with clear ownership and little supervision, this is that job.
What you'll do
Keep the help desk dashboard at zero: open tickets, pending account requests and system health alerts
Resolve most support tickets yourself, and escalate the rest with the investigation already done
Set up and remove user accounts across Salesforce, Vonage, SMS Magic and our other tools as people join, change roles or leave
Troubleshoot calling, callback and voicemail issues with agents, and work with Vonage support on open cases
Manage our business phone numbers: assignments, releases, and requesting spam-label removal with the carriers (AT&T, Verizon, T-Mobile)
Maintain users and numbers in our business texting platform
Process requests to delete call recordings under our privacy process
Correct sales and order records when automated checks flag a mismatch
What you'll need
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: you can take a vague "it's not working," find the cause, and fix it or explain it clearly
A track record of working independently: self-motivated, organized and good at managing your own time
Excellent written and spoken English; most communication is written, in tickets and Slack
Reliable internet and a quiet workspace for the full 7:30 to 3:30 CT schedule
Nice to have
Salesforce Administrator certification
Vonage Contact Center (VCC) or another cloud contact center platform
SMS platforms, telecom or phone number management
Experience supporting sales teams
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