Remote Helpdesk Engineer (Temp-to-Perm)

Remote Level 1 Helpdesk Engineer (Temp-to-Perm)

About the Company

We provide world-class technology consulting and remote IT support to dozens of small and medium-sized businesses across the United States. Backed by seasoned professionals who value honesty, low ego, and exceptional results, our core focus is simple: creating positive experiences with technology for both our clients and our team.

We are currently expanding our domestic team to bring support back to the U.S. and deliver an unmatched level of service to our growing national customer base. If you love solving problems, genuinely enjoy helping people, and want to grow your career with a team that loves to laugh while doing excellent work, you belong here.

Role Summary

As a Remote L1 Helpdesk Engineer, you are the critical first point of contact for our client users. Because this is a fully remote position aligned with our national coverage strategy, we are seeking an independent, disciplined professional with foundational helpdesk experience who can seamlessly execute processes without needing a high degree of hands-on, in-person supervision.

You will prioritize incoming calls, accurately triage technical issues, resolve common endpoint problems, and manage standard account administration—all while delivering an empathetic, high-touch customer service experience.

Position Type & Contract Structure

• Type: Temp-to-Perm (Contract-to-Hire).
• Trial Period: Strictly limited to a maximum of 3 months. This initial contract period allows both you and our team to ensure a mutual fit regarding technical capabilities, daily workflow rhythm, and company culture before converting to permanent, full-time employment.

Schedule & Work Location

• Work Location: 100% Remote (U.S. Based).
• Service Hours: 8:00 a.m. – 5:00 p.m. Eastern Time (ET), Monday through Friday.
• Perks: Stable schedule with no weekend or on-call rotations required for this tier.
• Note for Mountain/Pacific candidates: This requires an early morning start (e.g., 5:00 a.m. Arizona time).

Core Responsibilities

• First-Contact Support (Call-First): Answer incoming support calls dynamically (emails are secondary); log, update, and triage tickets efficiently in our system.
• Identity & Access Management: Execute Microsoft 365, Active Directory, and MFA password resets or basic user provisioning exactly according to documented standard operating procedures (SOPs).
• Endpoint & Workflow Care: Perform new computer setups using standard build checklists, install core applications, configure user profiles, and troubleshoot local workstation or printer connectivity issues.
• Morning Dispatch Coverage: Assist as a service coordinator during peak morning hours by organizing ticket queues, scheduling dispatches, and maintaining clear communication with clients.
• Rigorous Documentation: Maintain accurate records of all troubleshooting steps, hardware/software changes, and resolution details inside our knowledge base.

The Tools You’ll Use Daily

• ConnectWise PSA
• Kaseya VSA
• ITGlue or equivalent documentation platforms
• Microsoft Office 365 suite
• Windows endpoints (Primary) and macOS/mobile devices (Secondary)

Qualifications & Experience

• Experience Required: Minimum of 1 to 2 years of dedicated helpdesk experience (either within an Enterprise environment or a Managed Service Provider). Pure entry-level applicants without professional helpdesk experience will not be considered for this remote role.
• Education: High school diploma or equivalent. IT coursework or active foundational certifications (CompTIA A+, Network+, Microsoft MD-102, AZ-900) are highly beneficial.
• Technical Test: Must be comfortable completing a practical technical assessment as part of our interview process.

Core Attributes (Who You Are)

• The "IT Wizard" Spirit: You are the person everyone always calls first when technology gets in the way. You genuinely enjoy helping people—whether it’s an executive or helping a family member power cycle their router.
• Process-Driven: You possess strong attention to detail and comfortably execute complex administrative checklists independently and precisely.
• High Accountability: You are reliable, disciplined, and maintain exceptional punctuality and attendance records in a remote environment.