IT Helpdesk Technician

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full-time

Experience: Level 1 (L1) technical experience in a helpdesk environment

Core Areas: IT Help Desk Support, Level 1 Technical Support, Technical Troubleshooting, Windows, macOS, IT Support Tickets, Product Support, End-User Support

Compensation: $18–$20 per hour

Schedule: Consistent, fixed shifts within a 24/7/365 support operation; daytime, evening, overnight, weekend, or holiday hours may be required.

About the Role

This IT Helpdesk Technician position focuses on providing Level 1 technical support and responsive IT help desk assistance to clients and end users. The role involves handling inbound technical support calls, help desk tickets, product support inquiries, and service requests while troubleshooting technical problems and delivering clear, professional customer service. Support is provided on behalf of companies operating in managed IT services (MSP), technology, and product support environments.

The position requires practical L1 helpdesk experience, strong technical troubleshooting abilities, and familiarity with modern Windows and Mac operating systems. Successful candidates should be comfortable assisting users primarily by phone, communicating technical information clearly, organizing support requests, and working across different technology environments. The role offers exposure to a variety of technical challenges and opportunities to further develop professional IT support skills.

What You'll Do

• Provide friendly, professional, and effective IT help desk support to clients and end users.
• Handle inbound IT support calls, help desk tickets, product support inquiries, and service requests.
• Diagnose and troubleshoot technical issues efficiently while maintaining clear communication with users.
• Assist users experiencing technical problems across different technology environments.
• Deliver responsive customer service with patience, empathy, and a focus on resolving user concerns.
• Support clients on behalf of managed service providers (MSPs), technology companies, and product support organizations.
• Manage support interactions with strong attention to detail and organizational skills.
• Maintain a professional, positive approach when assisting users with technical challenges.

Qualifications

Required Experience

• Level 1 (L1) technical experience in an IT helpdesk or technical support environment.
• Practical experience troubleshooting technical issues, including experience gained through personal home lab projects.

Required Skills

• Strong technical troubleshooting skills and the ability to investigate and resolve user-reported IT problems.
• Familiarity with modern Microsoft Windows operating systems.
• Familiarity with modern Apple Mac operating systems.
• Excellent verbal communication skills, particularly when providing technical assistance over the phone.
• Strong organizational abilities and careful attention to detail when handling support requests.
• A customer service-oriented approach with genuine enthusiasm for helping users solve problems.
• Self-motivation, initiative, and a strong interest in technology and technical support.
• Ability to work effectively in an environment involving varied technical issues and daily support challenges.

Preferred Qualifications

• Previous experience working with a Managed Service Provider (MSP).
• Additional technical experience, home lab projects, or independently developed IT skills that demonstrate an interest in technology.

Work Model and Schedule

• The position is fully remote within the United States.
• The standard workweek consists of 40 hours.
• Assigned shifts remain consistent and fixed rather than rotating.
• Because support operations run 24 hours a day, seven days a week, year-round, assigned shifts may include daytime, evening, overnight, weekend, or holiday hours.
• The specific work schedule will be confirmed before the start date.
• Initial training lasts approximately three weeks and takes place Monday through Friday, from 7:00 AM to 4:00 PM Eastern Time.

Benefits

• 401(k) retirement plan
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off
• Flexible scheduling options
• Professional development assistance
• Certification reimbursement opportunities
• Opportunities to gain experience across different IT support environments and technologies