Level 1 Support Technician
DistantJob Open · verified Oct 24, 2026 At a glance
Mid-level IT Support & Helpdesk role at DistantJob. Remote · full-time.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Take first reports from clients by phone, email and automated alerts, then sort issues by urgency and route tougher cases
- Keep clients informed while you investigate, configure workstations, move data and applications, and resolve Windows or hardware faults
- Support Windows Server services, client networks, endpoint protection and email tools, recording each step in IT Glue
What you bring
- You have six months to one and a half years in helpdesk or IT support, ideally across several clients or at an MSP
- You are a native English speaker and can explain technical issues clearly to customers over phone, email and ticketing systems
- You have hands-on experience with RMM, ticketing and documentation platforms, including NinjaOne, Autotask and IT Glue
- You can set up Windows PCs and migrate data, with practical knowledge of Windows Server, network troubleshooting and hardware repair
Who this fits
This entry-level role suits someone who enjoys customer support, stays composed under pressure and communicates clearly. It is fully remote on a three-to-six-month contract that may be extended. You must be available Monday through Friday, eight a.m. to five p.m. US Central Time
From the employer
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.
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