Customer Support and IT Helpdesk Specialist

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth. Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. Project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

The bar is the highest in the industry. More than 200,000 people apply every month, and fewer than 1 in 2,000 are hired. Every offer we make is for an open role with a single client — the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn't. By recruiting globally for specific client roles, we've grown into one of the fastest-growing companies in the global staffing industry.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, and one of our open roles fits, we'd like to meet you.

We are looking for a Customer Support and IT Helpdesk Specialist to support internal employees (not external customers). This role focuses on resolving employee technical and procedural issues, supporting internal systems and software, and delivering high-quality IT helpdesk service in a remote-first environment. Strong familiarity with Windows, macOS, common SaaS platforms, and ticketing systems is required.

Key Responsibilities

• Respond to employee queries (email and chat) in a timely, accurate, and professional way

• Identify employee needs; help them use specific features and resolve troubleshooting issues

• Analyze and report product malfunctions; reproduce issues and escalate to engineering

• Update internal databases and knowledge bases with technical issues, fixes, and discussions

• Share feature requests and effective workarounds with internal team members

• Inform employees about new features and functionality changes; deliver release training

• Follow up with employees to ensure technical issues are fully resolved

• Gather employee feedback and share with operations and IT leadership

• Assist in training junior Customer Support Representatives and IT helpdesk team members

Required Qualifications

• Proven experience as a Customer Support Specialist, IT Helpdesk Specialist, or similar role

• Proficiency with both Windows and macOS operating systems

• Familiarity with general IT administration (user provisioning, account access, MFA)

• Experience using help desk and ticketing software (Jira Service Management, Zendesk, Freshservice, ServiceNow)

• Strong communication and patience when handling tough cases

• Comfort with remote work tools and shadowing techniques

• Fully fluent in English

• Ability to commit long-term and full-time

Preferred Qualifications

• Familiarity with Microsoft 365 / Office 365 and Google Workspace administration

• Familiarity with NetSuite, ERP systems, project management or accounting software

• Experience with user acceptance testing (UAT)

• CompTIA A+ or similar entry-level IT certification

Tools & Technologies

• Jira Service Management, Zendesk, Freshservice, ServiceNow, Microsoft 365, Google Workspace, Slack, Okta, MFA tools; NetSuite or ERP exposure (a plus)

Core Competencies

• Patient, empathetic communicator with non-technical employees

• Methodical troubleshooter

• Comfortable owning ticket SLAs

• Strong documentation discipline

• Curious about new tools and willing to learn

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.