Level 1 Support Technician

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** - 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.