Level 1 Help Desk Technician

ETS IT SOLUTIONS, INC. is seeking a reliable Level 1 Help Desk Technician to provide remote technical support to end users. This is a part-time remote position for approximately 20 hours per week, Monday through Friday.

The ideal candidate has at least one year of IT support experience, communicates clearly in English, and is comfortable troubleshooting common Windows, Microsoft 365, networking, email, printer, and user-account issues.

Responsibilities

• Respond to and manage Level 1 help desk tickets.
• Provide remote technical assistance to end users.
• Troubleshoot Windows 10 and Windows 11 computers.
• Support Microsoft 365 applications, including Outlook and Teams.
• Assist with password resets, account lockouts, and basic user-account administration.
• Troubleshoot email and Outlook issues.
• Troubleshoot Internet, Wi-Fi, VPN, and basic network connectivity problems.
• Support printers, scanners, and common computer peripherals.
• Install and troubleshoot approved software applications.
• Use remote-access tools to diagnose and resolve workstation problems.
• Document troubleshooting steps and resolutions clearly in the ticketing system.
• Keep users informed about ticket status and resolution.
• Escalate issues requiring Level 2 support when appropriate.
• Follow company security, privacy, and access-control procedures.

Qualifications

• At least 1 year of help desk, service desk, desktop support, or technical support experience.
• Good spoken and written English.
• Working knowledge of Windows 10/11.
• Familiarity with Microsoft 365 and Outlook.
• Basic Active Directory knowledge.
• Basic understanding of TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting.
• Experience with remote-support and ticketing systems preferred.
• Ability to troubleshoot problems systematically and independently.
• Good customer-service and communication skills.
• Reliable Internet connection and a quiet environment suitable for support calls.

Experience with Microsoft Entra ID, Intune, RMM platforms, MSP environments, PowerShell, or additional Microsoft technologies is a plus but is not required.

Schedule

Monday through Friday

9:00 AM – 1:00 PM U.S. Eastern Time

20 hours per week

Applicants must be comfortable working the corresponding evening/nighttime schedule in the Philippines.

Compensation

Approximately ₱16,000 per month, based on a 20-hour workweek.

Work Arrangement

• Fully remote
• Part-time
• Long-term position for the right candidate
• Direct applicants only -no staffing agencies or recruiters

There may be opportunities for additional hours and responsibilities as the position develops.