LEVEL 1 SUPPORT TECHNICIAN

Distantjob

senior

Job description

No, 'have you tried turning it off and on again?' is not beneath you here — it's literally step one... We're looking for a Tier 1 Help Desk Specialist who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly. They are a growing Managed Services Provider known for their responsive, people-first approach to IT support. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care. Attitude and customer service come first. Technical skills and tools can be taught — what matters most is genuinely enjoying helping people, staying calm under pressure, and bringing a strong work ethic. Don't have experience with the exact software listed below? Apply anyway! The one thing we really need is some prior experience in a support/helpdesk role. 📍 Fully remote | 3–6 month contract, with the possibility of extending further. Responsibilities <ul class="gmail-[li_&]:mb-0 gmail-[li_&]:mt-1 gmail-[li_&]:gap-1 gmail-[&:not(:last-child)_ul]:pb-1 gmail-[&:not(:last-child)_ol]:pb-1 gmail-list-disc gmail-flex gmail-flex-col gmail-gap-1 gmail-pl-8 gmail-mb-3"> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Be the first point of contact for client issues via phone, email, and automated alerts.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Triage tickets: identify the problem, assess severity, and escalate when needed.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Keep clients updated throughout the resolution process — no one likes radio silence.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Configure and deploy new workstations; migrate data and applications.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Troubleshoot Windows PCs, servers, and common hardware issues.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Support Active Directory, DNS, file/folder security, print servers, and certificates.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Monitor and troubleshoot client LAN environments.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Document everything in IT Glue — seriously, everything.</li> </ul> <div> Requirements <ul class="gmail-[li_&]:mb-0 gmail-[li_&]:mt-1 gmail-[li_&]:gap-1 gmail-[&:not(:last-child)_ul]:pb-1 gmail-[&:not(:last-child)_ol]:pb-1 gmail-list-disc gmail-flex gmail-flex-col gmail-gap-1 gmail-pl-8 gmail-mb-3"> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need to communicate clearly and professionally at all times.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Available to work Monday–Friday, 8 am–5 pm US Central Time.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Working knowledge of Office 365, Adobe, and common Windows apps.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Endpoint security and antivirus experience (BitDefender preferred).</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Familiarity with email management platforms like OpenText (AppRiver).</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.</li> <li class="gmail-font-claude-response-body gmail-whitespace-normal gmail-break-words gmail-pl-2">Virus removal, spam mitigation, and LAN troubleshooting.</li> </ul> </div>