Level 1/2 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 the first call, email, or alert from clients, then sort each issue by urgency and route it onward when needed
- Keep clients informed as you work through fixes, communicating clearly across phone, email, and ticketing systems
- Set up workstations and move users’ data and applications onto them
- Troubleshoot Windows PCs, servers, hardware, and client LANs, including the listed security and server services
- Record each support issue and its resolution in IT Glue
What you bring
- You have six months to a year and a half in helpdesk or IT support, ideally serving multiple clients or working at an MSP
- You are a native English speaker and can communicate professionally with customers across phone, email, and ticketing
- You have hands-on experience with RMM, ticketing, and documentation platforms, including the named tools
- You can configure Windows PCs and migrate data, and have experience with Windows Server services and hardware troubleshooting
Who this fits
This entry-level role suits someone who enjoys helping people, stays composed under pressure, and is comfortable with frequent client contact. You must be available Monday through Friday during the stated US Pacific hours. The job is remote.
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 Level 1/2 Support Technician 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.
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 Pacific 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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