Remote IT Support Specialist Needed for U.S. Business-Hours Coverage -- 2

Project Type: Hourly freelance project Location Requirement: United States only Project Duration: Initial 4-week engagement, with potential extension based on project needs and performance Estimated Workload: 10–20 hours per week Budget: $15–$25 USD per hour, depending on relevant experience Time Zone: Availability during U.S. business hours required Project Description We are an IT outsourcing and managed-services company seeking a U.S.-based freelance IT Support Specialist for an initial four-week remote support engagement. The selected freelancer will provide first-line technical support for business users, help document and resolve common IT issues, and coordinate with our internal technical team when an issue requires escalation. This is a client-facing freelance project, so strong English communication, professionalism, and accurate documentation are essential. All project communication, work coordination, and payments will be managed through Freelancer.com. Scope of Work The freelancer will be expected to: • Respond to assigned technical-support tickets through approved project communication channels. • Troubleshoot common Windows and macOS workstation, software, printer, email, account-access, VPN, Wi‑Fi, and Microsoft 365 or Google Workspace issues. • Assist with password resets, multi-factor authentication, user access, basic device setup, and standard software configuration. • Record troubleshooting actions, outcomes, and escalation notes in the designated ticketing system. • Communicate clearly with users about issue status, next steps, and resolution. • Escalate issues involving security incidents, advanced networking, servers, cloud infrastructure, or unsupported applications to the internal technical team. • Participate in brief project-status calls as needed during agreed working hours. • Create or improve basic support documentation for recurring issues. Required Experience • Located in the United States and available for agreed U.S. business-hour coverage. • Strong written and spoken English. • Experience in IT help desk, desktop support, technical customer support, managed IT services, or a comparable role. • Ability to troubleshoot Windows and/or macOS devices and common business applications. • Familiarity with Microsoft 365 and/or Google Workspace, VPNs, Wi‑Fi, MFA, password resets, and user-access support. • Experience using ticketing systems and remote-support tools. • Reliable internet connection, professional communication, and a secure work environment. Preferred Experience • CompTIA A+, Google IT Support, Microsoft, Apple, or comparable certifications. • Familiarity with basic networking concepts such as IP addressing, DNS, routers, and VPN connectivity. • Experience with endpoint management, identity and access management, or small-business IT support. • Experience working with managed-service providers or distributed technical teams. Deliverables During the initial four-week project, the freelancer will deliver: • Timely handling and documentation of assigned support tickets. • Clear escalation notes for issues requiring advanced technical support. • A short weekly summary of completed work, recurring issues, and recommended improvements. • At least one support-documentation or knowledge-base update for a recurring issue, where applicable. To Apply Please include: • A short summary of your IT support or technical customer-support experience. • Your experience with Windows, macOS, Microsoft 365, Google Workspace, VPNs, remote-support tools, and ticketing platforms. • Your U.S. time zone and weekly availability. • Your proposed hourly rate within the posted range. • Any relevant certifications.