About Company
Virgin Group is a leading international investment group and one of the world’s most recognized and respected brands. Founded by Sir Richard Branson, our diverse portfolio spans sectors including travel & leisure, entertainment, lifestyle, and telecommunications. At Virgin, we believe in doing things differently – challenging the status quo, innovating, and putting our customers and people at the heart of everything we do. We foster a culture of creativity, passion, and entrepreneurial spirit, empowering our teams to thrive in a dynamic and forward-thinking environment. Joining Virgin means becoming part of a global family dedicated to making a positive impact and delivering exceptional experiences.
Job Description
Are you a highly motivated and skilled IT Support professional looking for a remote opportunity with a global brand? Virgin Group is seeking a dedicated and proactive IT Support Specialist to join our distributed team, working from the comfort of your home in West Des Moines, Iowa. In this crucial role, you will be the first line of defense for our employees, ensuring seamless technological operations across our diverse Virgin enterprises.
We understand that efficient IT infrastructure is the backbone of any successful organization, especially one with a global footprint and a remote-first approach to many of its functions. As an IT Support Specialist, you will be instrumental in diagnosing, troubleshooting, and resolving a wide array of technical issues, ranging from software malfunctions and hardware problems to network connectivity and account management. Your ability to communicate complex technical concepts clearly and empathetically to non-technical users will be paramount. You will leverage remote support tools to provide prompt and effective solutions, minimizing downtime and maximizing productivity for our colleagues.
This position offers a unique chance to work within a dynamic, fast-paced environment where innovation is encouraged, and your contributions directly impact the daily efficiency of a world-renowned brand. You’ll manage a ticketing queue, prioritize issues, and contribute to our knowledge base, helping to build a more resilient and self-sufficient user community. We are looking for someone who is not just technically proficient but also possesses an unwavering commitment to outstanding customer service, a keen eye for detail, and a proactive approach to problem-solving. If you’re passionate about technology, eager to learn, and ready to make a significant impact from your home office, we encourage you to apply and become a vital part of the Virgin journey.
Key Responsibilities
- Provide first and second-tier technical support to employees via phone, email, chat, and remote desktop tools.
- Diagnose, troubleshoot, and resolve issues related to operating systems (Windows, macOS), hardware, software applications, and network connectivity.
- Manage user accounts, permissions, and access controls across various internal systems and platforms.
- Perform remote installation, configuration, and maintenance of software and hardware.
- Document all support interactions, resolutions, and procedures accurately in the ticketing system.
- Assist with onboarding and offboarding processes, including equipment setup, software installation, and account provisioning.
- Contribute to the creation and maintenance of internal knowledge base articles and user guides.
- Collaborate with other IT team members and departments to escalate complex issues and ensure timely resolution.
- Adhere strictly to IT security policies and best practices, promoting a secure computing environment.
- Participate in ongoing training and professional development to stay current with technology trends and best practices.
Required Skills
- 2+ years of experience in an IT Support or Help Desk role.
- Strong proficiency with Windows and macOS operating systems.
- Expertise in Microsoft Office 365 suite (Outlook, Word, Excel, Teams).
- Experience with remote desktop support tools (e.g., TeamViewer, AnyDesk, Remote Desktop Protocol).
- Solid understanding of network fundamentals (TCP/IP, DNS, VPN, Wi-Fi).
- Excellent problem-solving and analytical skills with a methodical approach.
- Exceptional written and verbal communication skills.
- Ability to work independently and manage time effectively in a remote work environment.
- Strong customer service orientation and interpersonal skills.
- Experience with ticketing systems for issue tracking and resolution.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Security+ certification.
- ITIL Foundation certification.
- Experience with cloud platforms such as Azure AD or Google Workspace.
- Familiarity with endpoint management solutions (e.g., Intune, Jamf).
- Previous experience supporting a distributed or remote workforce.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance plans.
- Generous paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company matching contributions.
- Home office stipend for equipment and internet services.
- Flexible work schedule in a remote-first culture.
- Opportunities for professional development, training, and career advancement.
- Employee wellness programs and mental health resources.
- Access to exclusive Virgin Group product and service discounts.
How to Apply
Ready to bring your IT expertise to Virgin Group? Click on the application link below to submit your resume and cover letter. We look forward to reviewing your qualifications and learning how you can contribute to our innovative team.