Level 1 Support Technician

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

• Be the first point of contact for client issues via phone, email, and automated alerts.
• Triage tickets: identify the problem, assess severity, and escalate when needed.
• Keep clients updated throughout the resolution process — no one likes radio silence.
• Configure and deploy new workstations; migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.
• Monitor and troubleshoot client LAN environments.
• Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
• Document everything in IT Glue — seriously, everything.

Requirements

• 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.
• 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.
• Available to work Monday–Friday, 8 am–5 pm US Central Time.
• Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
• Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).
• Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
• Working knowledge of Office 365, Adobe, and common Windows apps.
• Endpoint security and antivirus experience (BitDefender preferred).
• Familiarity with email management platforms like OpenText (AppRiver).
• Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
• Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
• Virus removal, spam mitigation, and LAN troubleshooting.