Remote | IT & Administrative Support Workflow Specialist — $40–$85/hour

About the position We are sharing a specialised part-time consulting opportunity for professionals experienced in IT support, customer support, HR administration, back-office workflows, ticket triage, access management, and structured support documentation processes. This role supports current and upcoming remote consulting opportunities focused on structured support workflow review, IT and back-office process analysis, ticket handling, knowledge base assessment, HR case documentation, administrative coordination, and high-quality project execution. Selected professionals will apply their support and administrative expertise to review realistic workplace scenarios, evaluate process requirements, prepare structured written outputs, and support accurate, evidence-based support workflow tasks.

Responsibilities

• Review support scenarios involving helpdesk triage, access provisioning, password resets, SSO issues, device setup, software access, license management, and incident escalation.
• Evaluate IT support outputs against documented procedures, required diagnostic steps, access rules, and expected resolution criteria.
• Support structured review of tickets, runbooks, access-change requests, device setup notes, and incident documentation.
• Identify missing steps, incorrect routing, incomplete diagnostics, and expected IT support outcomes.
• Review customer support scenarios involving Tier 1 ticket handling, escalation routing, refund decisions, exception handling, and knowledge base materials.
• Evaluate support responses against source materials, policy rules, customer context, and documented support standards.
• Support structured review of KB articles, macros, escalation memos, response templates, and support playbooks.
• Prepare clear written explanations for support decisions based on source materials and verifiable criteria.
• Review HR and administrative scenarios involving PTO inquiries, benefits questions, onboarding, offboarding, leave requests, HRIS updates, expense reports, travel booking, meeting coordination, and document filing.
• Evaluate HR and admin outputs against required fields, workflow rules, eligibility criteria, approval requirements, and documented policies.
• Support structured review of HR case notes, service request tickets, expense packages, travel plans, meeting notes, and filing taxonomies.
• Maintain accuracy, consistency, and professional judgment across submitted work.

Requirements

• 3+ years of experience in IT helpdesk, customer support, HR operations, administrative support, facilities coordination, office administration, back-office support, or related roles.
• Working fluency in at least two areas such as ticket triage, access management, SSO, HR systems, benefits administration, customer support workflows, knowledge base management, procurement, expense systems, or admin coordination.
• Familiarity with tools such as ServiceNow, Jira, Zendesk, Freshdesk, Okta, Active Directory, Entra ID, Google Workspace, Microsoft 365, Workday, BambooHR, Gusto, Concur, Expensify, Ramp, or similar workplace systems.
• Comfort reading and preparing support artifacts such as tickets, runbooks, escalation memos, KB articles, HR case notes, access requests, expense reports, travel plans, and administrative documentation.
• Strong written communication skills and ability to explain support decisions clearly.
• Ability to follow structured instructions and produce evidence-based work.

Nice-to-haves

• Experience in mid-to-large company environments with structured ticketing, HRIS, support, procurement, or administrative workflows.
• Familiarity with ITSM, HRIS, CRM, ticketing systems, knowledge base tools, expense platforms, travel platforms, or service request management.
• Experience preparing or reviewing tickets, runbooks, KB articles, escalation notes, HR case records, expense packages, travel plans, or service request documentation.
• Certifications in IT support, HR, customer support, office administration, or service management are helpful.
• Strong attention to detail in process-heavy, documentation-heavy, and support-focused environments.

Benefits

• Competitive hourly compensation
• Flexible scheduling
• Part-time commitment depending on project availability
• Weekly payments via Stripe or Wise