Level 1 Helpdesk / Onsite IT Technician
Are you a hands-on IT problem-solver who enjoys variety in your day — some tickets from the office, some time on the road at customer sites? We're looking for a Level 1 Helpdesk / Onsite Technician to join our managed service provider (MSP) team supporting automotive dealership clients.
About the role
You'll split your time between remote support from our office and onsite visits to client locations. One day you might be resolving tickets through our helpdesk queue; the next you're onsite helping a service department get back online. This is a customer-facing role — you'll work directly with non-technical end users, so clear communication and a calm, professional demeanor matter as much as your technical skills.
What you'll do
- Provide remote and onsite Level 1 technical support to end users
- Troubleshoot Windows 11 desktops, laptops, printers, and basic networking issues
- Log, update, and resolve tickets through our ticketing system with clear documentation
- Monitor and act on alerts through our RMM (remote monitoring and management) dashboard
- Travel to customer sites as needed to resolve onsite issues
- Prioritize and manage multiple concurrent issues based on business impact
- Escalate issues appropriately when outside your scope, and document what you tried
- Follow security procedures and escalation processes rather than bypassing controls (e.g., never disabling security software to "get it working")
- Communicate clearly with non-technical users and set expectations on resolution timelines
What we're looking for
- Previous experience in a helpdesk or IT support role (MSP experience a plus)
- Hands-on experience using a ticketing system and an RMM dashboard in a previous position
- Solid working knowledge of Windows 11 troubleshooting
- Comfortable supporting Microsoft 365, basic networking, and printers
- Strong communication skills and a genuine customer-service mindset
- Good judgment under pressure — asks questions before jumping to a fix, and knows when to escalate
- A valid driver's license and reliable transportation for onsite visits
- Comfortable with a role that involves shifting priorities and variety day to day, not a fixed desk-only routine
What sets a strong candidate apart
- Documents work clearly so any technician can pick up where you left off
- Takes ownership of mistakes and learns from them rather than hiding them
- Prioritizes based on business impact, not just who asks first or loudest
- Stays calm and solution-focused with frustrated users
Job type: Full-time Pay: $25.00/hour Benefits: Medical benefits available after a 90-day probationary period Location: [City, State] — remote support from our office with regular onsite travel to client locations
Pay: From $25.00 per hour
Benefits:
- Flexible schedule
- Health insurance
Work Location: Hybrid remote in Portland, OR 97225
