Help Desk Tier I

Support business clients with Tier 1 IT help desk coverage in a fast-paced MSP environment in Doral, FL (onsite).

Responsibilities

• Deliver Tier 1 technical support to business clients
• Troubleshoot Windows workstations, laptops, printers, applications, and peripheral devices
• Support Microsoft 365 services including Outlook, Teams, and OneDrive
• Perform basic Active Directory / Microsoft Entra ID user administration
• Troubleshoot basic network issues including Wi-Fi and VPN connectivity
• Handle remote support sessions and document work completed
• Create, update, and resolve support tickets following established procedures
• Escalate Tier 2/3 issues when appropriate
• Maintain professional, clear client communication during the support process
• Follow security, documentation, confidentiality, and client-service standards

Requirements

• Previous IT Help Desk, technical support, or MSP experience preferred
• Working knowledge of Windows 10/11 and Microsoft 365
• Familiarity with Active Directory / Entra ID
• Basic understanding of TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and network troubleshooting
• Experience with ticketing, RMM, or remote-support platforms is highly preferred
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer-service skills
• Ability to manage multiple tickets and competing priorities
• Reliable, organized, punctual, and accountable
• English required; Spanish is a plus

Technologies

• Windows 10, Windows 11
• Microsoft 365, Outlook, Teams, OneDrive
• Active Directory, Microsoft Entra ID
• TCP/IP, DNS, DHCP, VPN, Wi-Fi
• RMM

Schedule

• Monday through Friday, 8:30 AM to 5:00 PM
• Occasional Saturday support through 5:00 PM

Pay

• USD 16.00 to 18.00 per hour

Location

• In person in Doral, FL (Miami area)

Job Type

• Independent Contractor
• Full-time
• Contract

Benefits

• Paid time off

Application Questions

• How many years of professional IT support or Help Desk experience do you have?
• Have you previously worked for an MSP (Managed Service Provider)? If yes, briefly describe your responsibilities.
• What experience do you have supporting Microsoft 365, Windows, Active Directory/Entra ID, and basic networking?
• Are you currently providing IT services to another company, MSP, or IT service provider? If yes, explain the nature of that engagement.
• Are you available Monday to Friday from 8:30 AM to 5:00 PM and for occasional Saturday support? If selected, what is the earliest date you could begin?
• Do you have any previously scheduled travel or commitments within the next 90 days that could affect your availability?
• What hourly rate or compensation range are you seeking?