L1 IT Helpdesk

About Us

Halo Recruiting is a white-glove recruiting firm helping U.S. companies access elite global talent for 80% less than domestic equivalents. We recruit, screen, and rigorously vet top-tier remote workers based in the Philippines to work as full-time embedded team members within your business. Our candidates are 100% English-fluent, university-educated, and have years of corporate experience from top-tier brands like Google, KPMG, PwC, Canva, Mercedes-Benz, Exxon, Amazon and Deloitte, to name a few.

Job Title: L1 Helpdesk Support Specialist (Permanent Remote)

Employment Type: Independent Contractor; Exclusive Employement, 40-hours per week

Schedule: Full-time, Eastern U.S. business hours (fixed night shift)

Compensation: $1,200–$2,000 USD/month

About the Role

We're looking for a customer-focused L1 Helpdesk Support Specialist to join a growing IT support team.

This is an excellent opportunity for someone with solid hands-on technical support experience who enjoys troubleshooting, helping end users, and learning new technologies.

This is not a purely entry-level or ticket-routing role. We're looking for someone who can independently investigate common technical issues, troubleshoot methodically, communicate clearly with users, and provide well-documented escalations when needed.

What You'll Do

• Provide Level 1 technical support to end users via phone, chat, and ticketing systems.
• Troubleshoot Windows, Mac, software, hardware, and connectivity issues.
• Support users with Microsoft 365, Google Workspace, accounts, passwords, and access requests.
• Perform basic networking and connectivity troubleshooting.
• Manage and update support tickets, ensuring timely follow-up and resolution.
• Investigate issues thoroughly before escalating to higher-level support.
• Support printers, endpoints, and other common end-user technology.
• Document troubleshooting steps and contribute to the team knowledge base.
• Assist with smaller technical projects and IT improvement initiatives as needed.

What We're Looking For

• Experience in Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Windows environments and end users.
• Familiarity with Microsoft 365 and/or Google Workspace.
• Basic understanding of networking concepts and troubleshooting tools such as ping and traceroute.
• Ability to identify whether an issue is related to the endpoint, network, internet connection, or application.
• Experience using a ticketing system.
• Strong written and verbal communication skills.
• A genuine customer-service mindset with strong ownership and follow-through.
• Ability to work independently while knowing when to escalate.

Nice to Have

• Experience working for an MSP or supporting multiple client environments.
• Experience with RMM tools such as NinjaOne or similar platforms.
• Familiarity with Active Directory, Fortinet/FortiGate, UniFi, Meraki, or Cambium.
• Experience supporting Mac devices or endpoint security tools.
• Basic PowerShell or scripting knowledge.

Our Technology Environment

You'll have the opportunity to work with a variety of technologies, including:

Microsoft 365, Google Workspace, Windows, Mac, NinjaOne, Zendesk, Fortinet, UniFi, Cambium, Cisco Meraki, Bitdefender, and other cloud, networking, security, and backup tools.

You don't need experience with every tool - we value strong technical fundamentals, curiosity, and the ability to learn.

Why Join Us

This role offers the opportunity to build your technical skills while working with a diverse range of technologies and customer environments. Strong performers will have opportunities to take on more complex responsibilities and grow into advanced technical support roles over time.

If you're a strong troubleshooter who enjoys helping people and wants to continue growing your IT career, we'd love to hear from you.