IT Support Expert

What you’ll do

Mercor is partnering with leading AI labs to advance frontier agent evaluations in IT operations. As an IT Support Expert, you’ll build long-horizon IT tasks that mirror the work you already do, each paired with a deterministic rubric that grades agent performance against verifiable ground truth. Tasks need to have checkable answers; no open-ended essays, no subjective judgment calls.

Expect to build scenarios across:

• Helpdesk: tickets with a known correct resolution and required diagnostic steps
• Identity and access: provisioning and deprovisioning with defined role-based access outcomes, SSO/MFA issues with known causes
• Endpoint and SaaS: device setup against a baseline spec, license management with a specified target state

These scenarios will be challenging and take long sessions of focus.

Who we’re looking for

• 2+ years in IT support, helpdesk, or sysadmin
• Expertise in one or more of the following: identity and access (Okta, Active Directory, Entra ID), endpoint management (Jamf, Intune), M365 or Google Workspace admin, ticketing ops (Jira, ServiceNow)
• Comfortable reading and producing IT artifacts: tickets, runbooks, access-change requests, incident write-ups
• Clear written communication; can articulate reasoning step by step and encode it into deterministic rubrics
• CompTIA, ITIL, or equivalent a plus

Compensation

$50–$70/hr depending on domain depth and prior experience. Strong contributors are promoted based on task quality and throughput.