> Markdown version of [/jobs/ext/2172766-it-help-desk-technician-level-1](https://www.wearedevelopers.com/jobs/ext/2172766-it-help-desk-technician-level-1). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Help Desk Technician - Level 1 - **Company:** Gdi Infotech - **Location:** Ann Arbor, MI, United States (Remote available) - **Salary:** $37,440.0 - $54,080.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Business Software, Microsoft Outlook, Issue Tracking Systems, IP Addressing, Virtual Private Networks (VPN), Networking Basics, Remote Desktop Services, Microsoft SharePoint, TeamViewer, Wi-Fi Technology, Data Logging, Internet Protocol Telephony, Peripherals, Information Technology, Gsuite, Zendesk, Servicenow - **Published:** August 21, 2026 - **Apply:** https://www.careerjet.com/job/usc73dbe2c9cafbfc9ade3132d02a9570a/eaa ## About the Role * 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. ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [HR Tech: An Essential Ingredient for Tech-Driven Business Transformation](https://www.wearedevelopers.com/videos/1482-hr-tech-an-essential-ingredient-for-tech-driven-business-transformation) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! Full-Stack Robotics Engineers, be ready!](https://www.wearedevelopers.com/videos/479-robots-are-coming-into-the-wild-full-stack-robotics-engineers-be-ready) ## Related Articles - [How to Have an Effective 1-on-1 Meeting](https://www.wearedevelopers.com/magazine/451-how-to-have-an-effective-1-on-1-meeting) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany)