IT Support Technician - Remote

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

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., + 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

• $18-$20 per hour, 30 hrs

• Contract-to-hire opportunity - potential for permanent employment based on performance and business needs