Job Summary

OneTech Associates is seeking a motivated and customer-focused Remote IT Help Desk (Level 1) professional to join our Managed Services team. This role is ideal for entry-level to early-career IT professionals who are passionate about technology, problem-solving, and delivering exceptional support experiences. As the first point of contact for our clients, you will provide frontline technical assistance, troubleshoot common IT issues, and ensure smooth day-to-day operations for end users across multiple environments.

This position offers an excellent opportunity to build a strong foundation in IT support while working in a fully remote, fast-paced, and collaborative environment.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, chat, and ticketing systems.

• Diagnose and resolve basic hardware, software, and network issues.

• Provide support for Windows/macOS operating systems, Microsoft 365, email, printers, VPNs, and basic networking.

• Log, track, and manage incidents and service requests in the ticketing system.

• Escalate unresolved issues to Level 2/3 support teams when required.

• Assist with user account management (password resets, access permissions, onboarding/offboarding).

• Educate users on best practices and basic troubleshooting steps.

• Maintain accurate documentation and knowledge base articles.

• Ensure adherence to SLAs and client satisfaction standards.

Required Skills and Qualifications

• Strong verbal and written communication skills in English.

• Basic understanding of IT concepts: hardware, software, operating systems, and networking.

• Familiarity with Windows 10/11, macOS, and Microsoft Office 365.

• Customer service mindset with strong problem-solving abilities.

• Ability to multitask and manage time effectively in a remote environment.

• Comfortable working with ticketing systems and remote support tools.

• Reliable internet connection and home office setup.

Experience

• 0–2 years of experience in IT support, help desk, service desk, or technical support roles.

• Fresh graduates with relevant certifications or internships are encouraged to apply.

• Experience in a Managed Services Provider (MSP) environment is a plus but not required.

Working Hours

• Full-time, remote position.

• Shift-based schedule aligned with client support needs (may include rotational shifts).

• Flexibility to work evenings, weekends, or holidays if required.

Knowledge, Skills, and Abilities

• Knowledge of basic networking concepts (TCP/IP, DNS, DHCP).

• Ability to follow structured troubleshooting processes.

• Strong attention to detail and documentation skills.

• Willingness to learn new technologies and systems quickly.

• Ability to remain calm and professional under pressure.

• Team-oriented mindset with a proactive attitude.

Benefits

• Competitive salary based on experience.

• Fully remote work environment.

• Paid training and career development opportunities.

• Certification support and learning resources.

• Health and wellness benefits (as per company policy).

• Paid time off and holidays.

• Opportunity for growth into Level 2/3 or specialized IT roles.

Why Join OneTech Associates?

At OneTech Associates, we believe in empowering our employees with the tools, training, and support they need to succeed. You will be part of a forward-thinking Managed Services team that works with diverse clients across industries. We foster a culture of continuous learning, collaboration, and innovation—making this the perfect place to launch or grow your IT career.

How to Apply

Interested candidates are invited to submit their updated resume along with a brief cover letter highlighting their interest in IT support and relevant skills. Shortlisted applicants will be contacted for a virtual interview and technical assessment.