Information Technology Service Desk

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.

Work arrangement
No