IT Help Desk Technician - Level 1

GDI Infotech is hiring skilled Level 1 IT Help Desk Technicians to support our growing network of MSP and IT Service Provider clients across the United States. This is not a traditional full-time job - it is a flexible, remote engagement designed for IT professionals who want to work from home. This role is ideal if you want flexibility, remote work, and part-time IT income - without the pressure of a 40-hour-a-week commitment. WHAT YOU’LL DO You will serve as the first point of contact for end users at your assigned client organization - answering support requests, troubleshooting common issues, and escalating anything that requires deeper expertise to Level 2 support. Day-to-Day Responsibilities

• Answer incoming support tickets, phone calls, and emails from end users - professionally and promptly.

• Troubleshoot common hardware, software, and connectivity issues remotely.

• Assist with password resets, account lockouts, and Microsoft 365 or Google Workspace issues.

• Support VPN connectivity, remote desktop tools, and basic network troubleshooting.

• Help users with printers, peripherals, and standard business applications.

• Document every issue clearly in the client’s ticketing system - logging the problem, steps taken, and outcome.

• Escalate unresolved or complex issues to Level 2 support with a full, accurate summary.

• Communicate clearly and patiently with non-technical users - translating IT into plain language.

• Follow client-specific procedures, SLAs, and escalation paths consistently.

• Windows 10/11 troubleshooting - hardware, software, and user account issues

• Microsoft 365 support - Outlook, Teams, SharePoint, OneDrive, account administration

• Basic Active Directory - password resets, account unlocks, user setup

• Remote desktop tools - experience with TeamViewer, AnyDesk, or similar

• VPN troubleshooting - help users connect and diagnose common errors

• Printer and peripheral support - installation, drivers, basic troubleshooting

• Ticketing system experience - ServiceNow, ConnectWise, Freshdesk, or similar

• Clear, professional written communication - tickets, emails, and status updates

Technical Skills - Nice to Have

• MacOS support experience

• Google Workspace administration

• Basic networking (IP addressing, Wi-Fi troubleshooting, ping/traceroute)

• VoIP systems (RingCentral, 8x8, or similar)

• Experience in an MSP environment

• CompTIA A+ or ITF+ certification - strongly preferred

Essential Qualities

• You are diligent and responsive - when a user submits a ticket, they hear back quickly.

• You are organized - you track open tickets, follow up proactively, and never let things fall through the cracks.

• You communicate clearly - in writing and on the phone - with people who may not know any IT terminology.

• You stay calm under pressure and don’t rush users or make them feel judged for not knowing something.

• You are self-directed - you manage your own schedule and don’t need someone watching over your shoulder.

HARDY INDUSTRIES

• Ann Arbor, MI

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• 1 month ago +

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