IT Support Technician - Remote

WheelHouse IT; Michigan; Hybrid; USD 25,000 - 28,000; Full time

Benefits offered by this job

Contract-to-hire

Remote work option

Job summary

WheelHouse IT is seeking a motivated Tier 1 Support Technician to join our Service Desk as a contract-to-hire role, based in the US with remote work options for Michigan residents.

You'll be the first point of contact, delivering technical support for end users, troubleshooting a range of issues, and collaborating with senior engineers on escalation. This is a growth-focused position in a fast-paced MSP environment.

Qualifications

• Minimum 1 year MSP experience.
• Minimum 1 year of technical support experience.
• Experience supporting Microsoft 365.
• Experience with Windows desktop operating systems.
• Experience with Active Directory.
• Experience with network connectivity and troubleshooting.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong troubleshooting and problem-solving abilities.
• Reliable internet connection and dedicated workspace for remote work.

Responsibilities

• Provide remote support for desktops, laptops, mobile devices, printers, and peripheral equipment.
• Troubleshoot Microsoft 365, Windows operating systems, Active Directory, and networking issues.
• Support LAN/WAN connectivity and network infrastructure.
• Document all work performed within the PSA system, ConnectWise experience desired.
• Escalate complex issues appropriately while maintaining ownership of the client experience.
• Assist with client onboarding, deployments, and technical projects as needed.
• Support cloud-hosted and customer-managed environments.
• Deliver professional, responsive, and customer-focused service.

Skills

MSP experience

Customer service

Communication

Troubleshooting

Tools

ConnectWise Manage

PSA platforms

ConnectWise Automate

LabTech

RMM tools

Active Directory

Job description

WheelHouse IT is a growing Managed Service Provider (MSP) dedicated to delivering exceptional IT support and customer service to businesses nationwide. We are seeking a motivated and customer-focusedTier 1 Support Technicianto join our Service Desk team in a contract-to-hire capacity. Must be based in the US.

This is an excellent opportunity for someone with MSP experience who enjoys troubleshooting technical issues, supporting end users, and growing their IT career in a fast-paced environment.

Location Requirements

This position is open to remote candidates residing in Michigan.

Compensation

• $18-$20 per hour, 30 hrs
• Contract-to-hire opportunity - potential for permanent employment based on performance and business needs

What You'll Do

As a Tier 1 Support Technician, you will serve as the first point of contact for our clients, providing technical support and delivering an exceptional customer experience. You will troubleshoot and resolve a variety of technical issues while working closely with senior technicians and engineers when escalation is required.

Responsibilities

• Provide remote support for desktops, laptops, mobile devices, printers, and peripheral equipment
• Troubleshoot Microsoft 365, Windows operating systems, Active Directory, and networking issues
• Support LAN/WAN connectivity and network infrastructure
• Document all work performed within the PSA system, ConnectWise experience desired.
• Escalate complex issues appropriately while maintaining ownership of the client experience
• Assist with client onboarding, deployments, and technical projects as needed
• Support cloud-hosted and customer-managed environments
• Deliver professional, responsive, and customer-focused service

Required Qualifications

• Minimum 1 year of Managed Service Provider (MSP) experience required
• Minimum 1 year of technical support experience
• Experience supporting:
  • Microsoft 365
  • Windows desktop operating systems
  • Active Directory
  • Network connectivity and troubleshooting
• Strong customer service and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong troubleshooting and problem-solving abilities
• Reliable internet connection and dedicated workspace for remote work

Preferred Qualifications

• CompTIA A+, Network+, or equivalent technical training
• Experience with ConnectWise Manage or similar PSA platforms
• Experience with ConnectWise Automate, LabTech, or similar RMM tools
• Familiarity with:
  • Server hardware
  • RAID configurations
  • iLO/DRAC management
  • Backup and disaster recovery solutions
  • Bare metal restores
  • SSL certificates, domain registrars, and web hosting providers

Why WheelHouse IT?

At WheelHouse IT, you'll join a collaborative team that values growth, accountability, continuous learning, and exceptional client service. You'll gain exposure to a wide variety of technologies and environments while building a strong foundation for your IT career.

If you're looking for an opportunity to grow within a supportive MSP environment and turn a contract role into a long-term career, we'd love to hear from you.