Job Overview

We are seeking a Level 1 Service Desk Engineer to provide remote technical support for end users. In this role, you will serve as the first point of contact to resolve routine IT issues, manage support tickets, and perform basic troubleshooting for Windows 10/11 and Microsoft 365 environments. You will assist with password resets, device setups, and software configurations while maintaining detailed ticket documentation. Complex problems involving advanced network or security issues will be escalated to higher-tier teams to ensure efficient service delivery.

Schedule: Wed-Sun, 8 AM - 5 PM EST with 1 hr unpaid break (40 hrs per week)

Responsibilities

• Monitor and manage support tickets according to agreed service levels.
• Provide first-line support via phone, email, chat, remote tools, and approved onsite channels.
• Troubleshoot common issues involving:
• Windows 10/11 computers and laptops
• Printers, peripherals, and mobile devices
• Connectivity and basic VPN issues
• Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint
• Common business applications
• Handle routine account and access requests, including password resets, account unlocks, MFA assistance, and approved access requests.
• Assist with device setup, software installation, configuration, equipment replacements, and new-hire onboarding.
• Maintain accurate ticket notes, troubleshooting steps, communications, and resolution details.
• Keep users informed throughout the support process and maintain ownership until resolution or confirmed escalation.
• Identify recurring issues and knowledge gaps and share improvement opportunities with the service lead.
• Follow all security, privacy, asset management, and change-management procedures.

Escalation & Collaboration

• Escalate issues requiring advanced troubleshooting, elevated access, security response, vendor support, or infrastructure/application assistance.
• Perform reasonable Level 1 troubleshooting and gather relevant information before escalation.
• Work professionally with Level 2/3 teams, customer contacts, and third-party vendors.

Must-Have Requirements

• 1+ year of experience in IT support, service desk, desktop support, or a similar technical support role.
• Working knowledge of Windows 10/11 and Microsoft 365.
• Familiarity with Teams, web browsers, printers, peripherals, and basic mobile device support.
• Experience with ticketing systems, remote support tools, and knowledge bases.
• Strong troubleshooting, communication, organization, and customer service skills.
• Ability to explain technical issues in simple, clear language.
• Ability to manage multiple requests while meeting response and documentation requirements.
• Authorization to work in the required location and meet applicable background, confidentiality, and security requirements.

Nice-to-Have Requirements

• Experience supporting managed service providers or multiple client environments.
• Knowledge of Microsoft Entra ID, Intune, Active Directory, endpoint management, VPNs, or VoIP.
• IT certifications such as ITIL Foundation, CompTIA A+, or Microsoft Fundamentals.
• Experience working with SLAs and customer satisfaction targets.

Independent Contractor Perks

Permanent work from home

Immediate hiring

Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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