Level 1 Support Technician
DistantJob
Salary undisclosed
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Description
No, 'have you tried turning it off and on again?' is not beneath you here — it's literally step one...
We're looking for a Tier 1 Help Desk Specialist who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly.
They are a growing Managed Services Provider known for their responsive, people-first approach to IT support. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care.
Attitude and customer service come first. Technical skills and tools can be taught — what matters most is genuinely enjoying helping people, staying calm under pressure, and bringing a strong work ethic. Don't have experience with the exact software listed below? Apply anyway! The one thing we really need is some prior experience in a support/helpdesk role.
📍 On-site, Kansas City | Fridays WFH, with a possible 2nd remote day based on team performance.
Responsibilities
- Be the first point of contact for client issues via phone, email, and automated alerts.
- Triage tickets: identify the problem, assess severity, and escalate when needed.
- Keep clients updated throughout the resolution process — no one likes radio silence.
- Configure and deploy new workstations; migrate data and applications.
- Troubleshoot Windows PCs, servers, and common hardware issues.
- Support Active Directory, DNS, file/folder security, print servers, and certificates.
- Monitor and troubleshoot client LAN environments.
- Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
- Document everything in IT Glue — seriously, everything.
- Perform occasional on-site visits to client locations using a company vehicle to assist with hardware, installations, or hands-on troubleshooting.
Requirements
- 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.
- Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need to communicate clearly and professionally at all times.
- Available to work Monday–Friday, 8 am–5 pm US Central Time.
- Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
- Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).
- Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
- Working knowledge of Office 365, Adobe, and common Windows apps.
- Endpoint security and antivirus experience (BitDefender preferred).
- Familiarity with email management platforms like OpenText (AppRiver).
- Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
- Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
- Virus removal, spam mitigation, and LAN troubleshooting.
- Valid driver's license and current auto insurance— on-site client visits are a shared team responsibility. A company vehicle is provided.
About this role
DistantJob is a growing Managed Services Provider looking for someone to be the first line of support for their small to mid-sized business clients. You'll handle incoming issues via phone, email, and alerts, triage tickets to determine urgency and next steps, and keep clients informed throughout resolution. The role includes hands-on work—configuring new workstations, migrating data, troubleshooting Windows PCs and servers, and occasional on-site visits to client locations using a company vehicle. You'll work with tools like NinjaOne, Autotask, and IT Glue, and support systems including Active Directory, DNS, endpoint security platforms, and email management tools.
This is an entry-level position that values attitude and customer service above all else. You need 6 months to 1.5 years of helpdesk or IT support experience (ideally at an MSP supporting multiple clients), solid Windows knowledge in both Workgroup and Domain environments, and hands-on hardware troubleshooting skills. Technical tools can be learned on the job, but they're firm on one requirement: native English fluency, since you'll be on the phone with clients daily. You'll also need a valid driver's license and current auto insurance for client visits.
The schedule is Monday–Friday, 8 am–5 pm Central Time, with Fridays remote and a possible second remote day based on team performance. This role suits someone early in their IT career who genuinely enjoys solving problems and talking through solutions with people, stays calm under pressure, and is ready to document everything thoroughly.
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Level 1 Support Technician postings in Kansas City, and analyze any offer before you accept it.
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