Help Desk Technician
Company: Ranger IT Employment type: Contract (1099) Schedule: Full-time — 30 hours/week guaranteed Location: Fully remote (US-based) Pay: $18–$25/hour, depending on experience About Ranger IT Ranger IT is a managed service provider supporting clients across hospitality, legal, manufacturing, and motorsports. We run a lean, modern, security-first operation and we win on one thing above all: fast, dependable support. As we grow, we're bringing on a sharp first-line technician to own our front door, triaging the queue, knocking out Tier 1 work, and keeping every client moving. The Role You are the first point of contact for client issues. You'll monitor incoming tickets, triage and prioritize them, resolve the Tier 1 work yourself, and escalate cleanly when something needs a deeper touch. This is a high-volume, fast-response role where attentiveness and follow-through matter more than anything else. If you watch the queue like a hawk, communicate clearly, and genuinely care about closing the loop with end users, you'll thrive here.
What You'll Do
- Monitor and triage all incoming tickets, calls, and alerts; prioritize by urgency and impact
- Deliver fast first responses and keep every ticket within SLA
- Resolve Tier 1 issues end-to-end: password resets, MFA, M365 account/licensing changes, Outlook/Teams/SharePoint, printer and peripheral problems, basic endpoint troubleshooting
- Use the RMM for remote sessions, scripts, and device health checks
- Document every step clearly in the PSA and or documentation tools— clean notes, accurate time entries, proper categorization
- Escalate to Tier with concise, well-documented handoffs (no "it's broken" tickets)
- Watch security and monitoring alerts (Huntress, RMM, uptime monitoring) and act or escalate appropriately
- Proactively keep end users updated on status — no client left wondering
What We're Looking For
- 1+ year of help desk, MSP, or IT support experience preferred. No experience will start at a lower pay rate but will be given a chance to learn and grow with the company.
- Solid Microsoft 365 admin fundamentals: user/license management, MFA, Exchange Online, password resets
- Comfortable supporting Windows and macOS; working knowledge of basic networking (DNS, DHCP, VPN, VLAN concepts)
- Familiarity with PSA/RMM tooling
- Excellent written communication and a calm, professional manner with clients
- Attentive and responsive — you keep a clean queue, and you move quickly
- Reliable remote setup: quiet workspace, stable high-speed internet. Laptop, Monitors, and phone will be provided.
- Available to cover 8am-5pm CST. Shift Work.
The Details
- 1099 contract with guaranteed 30 hours/week
- Long-term engagement with potential for an increased rate based on performance.
- Fast onboarding into a documented, standardized stack