IT Help Desk Technician Level 1

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 1040 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 YOULL 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 clients 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 dont rush users or make them feel judged for not knowing something.
  
• You are self-directed you manage your own schedule and dont need someone watching over your shoulder.
  
• You take ownership of your tickets until they are resolved or properly escalated.