IT Support Technician - Remote

WheelHouse IT; United States; Remote; USD 25,000 - 28,000; Full time

Job summary

WheelHouse IT is seeking a motivated Tier 1 Support Technician to join our Service Desk. Based in the US, you will be the first point of contact, providing remote technical support and delivering an exceptional customer experience while escalating to senior techs when needed.

You’ll troubleshoot Microsoft 365, Windows, AD, and network issues, assist with onboarding and deployments, and document work in the PSA system.

Qualifications

• Minimum 1 year of MSP experience.
• Minimum 1 year of technical support experience.
• Experience supporting Microsoft 365, Windows desktop operating systems, Active Directory, and networking issues.
• 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 OS, Active Directory, and networking issues.
• Support LAN/WAN connectivity and network infrastructure.
• Document all work performed in 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

Technical support

Microsoft 365

Windows OS

Active Directory

Network troubleshooting

Customer service

Communication

Multitasking

Remote work setup

Tools

ConnectWise PSA

ConnectWise Automate

LabTech

RMM tools

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-focused Tier 1 Support Technician to 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 the United States, excluding WA, CA, AK, NV, CO, and OR. Preference will be given to candidates located in Midwest states and Central Time Zone areas. .

Compensation

• $18-$20 per hour
• 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.