IT Support Specialist

About the job

Mercor connects elite creative and technical talent with leading AI research labs. Headquartered in San Francisco, our investors include Benchmark, General Catalyst, Peter Thiel, Adam D'Angelo, Larry Summers, and Jack Dorsey.

Position: IT & Back Office Expert
Type: Contract
Compensation: $35–$75/hour
Location: Remote

Role Responsibilities

• Design realistic, end-to-end support workflows for IT and back-office operations.
• Grade agent performance in handling complex scenarios across IT support, customer support, HR operations, and facilities.
• Build challenging scenarios in IT support like helpdesk triage, access provisioning, and device setup.
• Develop scenarios for customer support, including ticket triage and escalation routing.
• Create HR operations scenarios such as PTO inquiries and benefits enrollment.
• Work independently on long sessions of focus to improve AI model performance.

Qualifications

Must-Have

• 3+ years in IT helpdesk, customer support, HR operations, or admin/facilities support.
• Working fluency in at least two of: ticket triage (ServiceNow, Jira, Zendesk), access management and SSO, HR systems (Workday, BambooHR).
• Comfortable with support artifacts: tickets, runbooks, escalation memos, KB articles, HR case notes.
• Clear written communication; articulate reasoning and decisions step by step.
• Drawn to long-horizon, challenging problem sets.

Compensation & Legal

• Hourly contractor
• Strong contributors promoted based on task quality and throughput.

Application Process (Takes 20–30 mins to complete)

• Upload resume
• AI interview based on your resume
• Submit form

Resources & Support

• For details about the interview process and platform information, please check: https://talent.docs.mercor.com/welcome
• For any help or support, reach out to: [email protected]

PS: Our team reviews applications daily. Please complete your AI interview and application steps to be considered for this opportunity.