IT Support Expert at Mercor

IT Support Expert | $50–$70/hr | Remote (US & Canada)

Mercor is partnering with leading AI labs to advance frontier agent evaluations in IT operations. As an IT Support Expert, you'll design and build long-horizon IT tasks that mirror real-world scenarios — each paired with a deterministic rubric that grades AI agent performance against verifiable ground truth. This is a part-time, contractor role ideal for experienced IT professionals who enjoy structured problem-solving and clear, measurable outcomes.

What You'll Do

• Build realistic IT scenarios across helpdesk, identity & access, endpoint management, and SaaS administration
• Create tasks with checkable, verifiable answers — no open-ended or subjective evaluations
• Develop helpdesk tickets with defined correct resolutions and required diagnostic steps
• Design identity and access scenarios covering provisioning, deprovisioning, SSO/MFA issues with known causes
• Produce endpoint and SaaS tasks including device setup against baseline specs and license management with specified target states
• Write clear, step-by-step rubrics that encode your reasoning into deterministic grading criteria

Who We're Looking For

• 2+ years of experience in IT support, helpdesk, or sysadmin roles
• Expertise in one or more of the following: identity & access management (Okta, Active Directory, Entra ID), endpoint management (Jamf, Intune), M365 or Google Workspace administration, or ticketing platforms (Jira, ServiceNow)
• Comfortable reading and producing IT artifacts such as tickets, runbooks, access-change requests, and incident write-ups
• Strong written communication skills with the ability to articulate technical reasoning clearly and precisely
• CompTIA, ITIL, or equivalent certification is a plus
• Must be located in the United States or Canada

Compensation & Growth

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