IT Help Desk Technician - Level 1

Job Description

Job Description

This is a remote position.

IT Help Desk Technician - Level 1

• Hourly Rate: $18 – $26/hour depending on experience and skills
  
• Engagement Type: W-2 contract or 1099 (discussed during placement)
  
• Hours: Variable, 10–40 hours per week based on client volume
  
• Location: Fully remote — work from anywhere in the U.S.
  
• Flexible Schedule
  

ABOUT THIS OPPORTUNITY

GDI Infotech is hiring skilled Level 1 IT Help Desk Technicians to support our growing network of MSP and IT Service Provider clients across the United States.

This is not a traditional full-time job — it is a flexible, remote engagement designed for IT professionals who want to work from home.

This role is ideal if you want flexibility, remote work, and part-time IT income — without the pressure of a 40-hour-a-week commitment.

WHAT YOU'LL DO

You will serve as the first point of contact for end users at your assigned client organization — answering support requests, troubleshooting common issues, and escalating anything that requires deeper expertise to Level 2 support.

Day-to-Day Responsibilities

• Answer incoming support tickets, phone calls, and emails from end users — professionally and promptly.
  
• 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 every issue clearly in the client's ticketing system — logging the problem, steps taken, and outcome.
  
• Escalate unresolved or complex issues to Level 2 support with a full, accurate summary.
  
• Communicate clearly and patiently with non-technical users — translating IT into plain language.
  
• Follow client-specific procedures, SLAs, and escalation paths consistently.
  

WHAT YOU NEED TO SUCCEED

Technical Skills — Required

• Windows 10/11 troubleshooting — hardware, software, and user account issues
  
• Microsoft 365 support — Outlook, Teams, SharePoint, OneDrive, account administration
  
• Basic Active Directory — password resets, account unlocks, user setup
  
• Remote desktop tools — experience with TeamViewer, AnyDesk, or similar
  
• VPN troubleshooting — help users connect and diagnose common errors
  
• Printer and peripheral support — installation, drivers, basic troubleshooting
  
• Ticketing system experience — ServiceNow, ConnectWise, Freshdesk, or similar
  
• Clear, professional written communication — tickets, emails, and status updates
  

Technical Skills — Nice to Have

• MacOS support experience
  
• Google Workspace administration
  
• Basic networking (IP addressing, Wi-Fi troubleshooting, ping/traceroute)
  
• VoIP systems (RingCentral, 8x8, or similar)
  
• Experience in an MSP environment
  
• CompTIA A+ or ITF+ certification - strongly preferred
  

Essential Qualities

• You are diligent and responsive — when a user submits a ticket, they hear back quickly.
  
• You are organized — you track open tickets, follow up proactively, and never let things fall through the cracks.
  
• You communicate clearly — in writing and on the phone — with people who may not know any IT terminology.
  
• You stay calm under pressure and don't rush users or make them feel judged for not knowing something.
  
• You are self-directed — you manage your own schedule and don't need someone watching over your shoulder.
  
• You take ownership of your tickets until they are resolved or properly escalated.