Support Technician - Remote

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

Job summary

WheelHouse IT is seeking a Tier 1 Support Technician for our nationwide Service Desk. This contract-to-hire role is remote within the United States, with US-based candidates only.

You’ll provide first-line support, troubleshoot issues, and escalate when needed, delivering an outstanding customer experience. Ideal candidates have MSP experience, strong technical skills with Microsoft 365 and Windows, and excellent communication.

Qualifications

• Minimum 1 year of MSP experience.
• Minimum 1 year of technical support experience.
• Experience with Microsoft 365, Windows desktop OS, Active Directory.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Reliable internet and dedicated workspace for remote work.
• Preferred: CompTIA A+, Network+ (training accepted).

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

Remote work

Troubleshooting

Tools

ConnectWise Manage

ConnectWise Automate

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 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.