The Role

Howard is a fractional finance, bookkeeping, and tax firm operating with Google Workspace, Slack, JSM, and various operational tools. As we scale, we need someone to own the first line of response, catching incoming tickets and either resolving them or escalating as needed.

What You'll Actually Do

• Triage and resolve: Monitor incoming JSM tickets, serve as the first contact, handle troubleshooting for account access, Google Workspace, Slack, and other client operations platforms.
• Keep the systems running: Execute onboarding tasks, maintain documentation, and familiarize yourself with core systems.
• Build the knowledge base: Update Confluence/Notion articles and flag process gaps.
• Communicate clearly: Write comprehensible ticket notes and work with both technical and non-technical team members.

Systems You'll Support

You'll provide first-line support across all systems used by Howard, tackling account access, login issues, and more.

What We're Looking For

• 1-2 years of helpdesk or IT support experience.
• Experience with ticketing systems (Jira Service Management preferred).
• Knowledge of Google Workspace.
• Strong English communication skills.

What's Nice to Have

• Familiarity with ITIL fundamentals.
• Exposure to Slack administration.
• Basic scripting skills or interest in automation.

What Success Looks Like In The First 6 Months

• Independently handling most tickets within SLA.
• Fluent in categorization and escalation procedures.
• Contributing to the knowledge base and taking on initial configuration work.

Schedule

This is a full-time role, Monday–Friday, 9 AM–5 PM EST.

What We Offer

• 100% Remote work.
• Performance-based quarterly bonuses.
• Regular performance reviews.
• PTO and national holidays.
• Growth opportunities in configuration and automation.

Org Structure

Reports directly to the IT Systems Manager.