Tier 1 Help Desk Technician (Remote Contractor)

Overview:

We're an IT managed services provider supporting small and mid-sized businesses. We're looking for a dependable Tier 1 Help Desk Technician to handle day-to-day support tickets, resolve common issues, and provide excellent customer service. This is a remote contractor role with long-term potential.

Responsibilities:

• Respond to assigned support tickets in a timely manner

• Troubleshoot basic issues (e.g., password resets, printer problems, email setup)

• Document all work clearly in our ticketing system

• Escalate complex issues to Tier 2 technicians

• Communicate professionally with clients and team members

Requirements:

• 2+ years of IT support experience

• Familiarity with Windows, Office 365, basic networking

• Experience with ticketing systems (Autotask, ConnectWise, Syncro, etc.)

• Strong written and verbal communication

• Ability to work independently and follow documented processes

• Bonus: Experience supporting SMB clients or working with MSPs

Work Hours:

• Flexible, but must be available during core business hours (Eastern Time)

• Estimated 5–20 hours/week depending on ticket volume

What We Offer:

• Steady ticket flow

• Opportunity to grow into Tier 2 or project work

• Collaborative remote team environment