Job Description:
• Serve as the first point of contact for end users at assigned client organizations
• Answer incoming support tickets, phone calls, and emails
• Troubleshoot common hardware, software, and connectivity issues remotely
• Assist with password resets, account lockouts, and Microsoft 365 or Google Workspace issues
• Support VPN connectivity, remote desktop tools, and basic network troubleshooting
• Help users with printers, peripherals, and standard business applications
• Document each issue, steps taken, and outcome in the client's ticketing system
• Escalate unresolved or complex issues to Level 2 support with an accurate summary
• Communicate technical information clearly to non-technical users
• Follow client-specific procedures, SLAs, and escalation paths
Requirements:
• Windows 10/11 troubleshooting — hardware, software, and user account issues
• Microsoft 365 support — Outlook, Teams, SharePoint, OneDrive, and account administration
• Basic Active Directory — password resets, account unlocks, and user setup
• Experience with TeamViewer, AnyDesk, or similar remote desktop tools
• VPN troubleshooting
• Printer and peripheral support, including installation, drivers, and basic troubleshooting
• Ticketing system experience with ServiceNow, ConnectWise, Freshdesk, or similar
• Clear, professional written communication
• MacOS support experience (nice to have)
• Google Workspace administration (nice to have)
• Basic networking, including IP addressing, Wi-Fi troubleshooting, and ping/traceroute (nice to have)
• VoIP systems experience with RingCentral, 8x8, or similar (nice to have)
• Experience in an MSP environment (nice to have)
• CompTIA A+ or ITF+ certification (strongly preferred)
• Diligent, responsive, organized, self-directed, and able to take ownership of tickets
Benefits:
• Fully remote — work from anywhere in the U.S.
• Flexible schedule
• Variable hours, 10–40 hours per week based on client volume
• Part-time IT income
• W-2 contract or 1099 engagement options