Junior / Level 1 (IT) Helpdesk Technician

Remote VA; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in remote IT support is seeking a Junior Helpdesk Technician who will serve as the initial point of contact for client IT support requests. The ideal candidate will thrive in a remote working environment, possess strong problem-solving skills, and demonstrate a client-first attitude. Responsibilities include troubleshooting IT issues, managing service tickets, and assisting with project support. Relevant IT literacy and communication skills are essential for this dynamic role.

Qualifications

• Familiarity with ticketing systems and RMM tools is preferred.
• Experience supporting Microsoft 365 and Google Workspace is beneficial.
• Prior Helpdesk or MSP experience is advantageous.

Responsibilities

• Serve as the first point of contact for client support via phone, email, or ticket.
• Troubleshoot basic IT issues remotely and deliver a client-friendly experience.
• Create, manage, and update service tickets using an internal system.

Skills

Strong communication and listening skills

Solid understanding of operating systems

Problem-solving mindset

Strong IT literacy at an advanced user level

Education

IT certifications (MCP, MCSA, ITIL, etc.)

Tools

Ticketing systems

RMM tools (Autotask, DattoRMM)

Microsoft 365

Google Workspace

Job description

Job Summary

RemoteVA PH is hiring a Junior / Level 1 Helpdesk Technician to provide the first line of IT support to our clients. You will be the initial point of contact for incoming helpdesk requests and will ensure client issues are quickly addressed or escalated with clear, friendly communication. If you enjoy problem-solving, have a passion for client service, and thrive in a remote IT support environment — we want to hear from you!

Responsibilities

Customer Service & Support

-Serve as the first point of contact for client support via phone, email, or ticketing system

-Troubleshoot basic IT issues remotely and deliver a helpful, client-friendly experience

-Communicate consistently with clients regarding the status of their requests

Ticket Management

-Create, manage, and update service tickets using our internal system

-Document work completed and ensure ticket details are up to date

-Split multi-issue tickets and prevent ticket stagnation

Monitoring Tools

-Review RMM dashboards and perform remedial actions per processes

-Conduct regular system checks as scheduled

Project Support

-Occasionally assist the Projects Team with remote implementations and rollouts

Communication & Reporting

-Escalate complex tickets to senior technicians

-Report risks, updates, or client outages promptly

-Submit required timesheets and reports

Team Collaboration

-Follow SOPs and scheduled tasks

-Ensure security protocols are followed vigilantly

-Actively contribute to team improvements and innovations

Skills & Qualifications

Required:

-Strong communication and listening skills

-Solid understanding of operating systems, networks, and common business applications

-Problem-solving mindset with a client-first attitude

-Fast and accurate typing while on calls

-Strong IT literacy at an advanced user level

Preferred:

-Familiarity with ticketing systems and RMM tools (Autotask, DattoRMM a plus)

-Experience supporting Microsoft 365 and Google Workspace

-IT certifications (MCP, MCSA, ITIL, etc.)

-Prior Helpdesk or MSP experience

Schedule: 9:00 AM – 5:00 PM EST | 9:00 PM – 5:00 AM PH Time

Salary: USD 700–1000/month

Location: Work from Home

To Apply:

Send your CV and portfolio to [e-mail] with the subject: Junior Helpdesk Technician Application.