Level 2 IT Help Desk Technician – MSP – Part-Time / Contract With Growth Opportunity

We are a U.S.-based Managed IT Services Provider (MSP) looking for an experienced Level 2 Help Desk Technician to join our team on a part-time / contract basis. This position has the potential to grow into a full-time role as our company and support needs grow. For now, we need someone who is comfortable working part-time and handling support on an as-needed basis. This is not an entry-level IT position. We need someone who can receive a support ticket, communicate directly with the customer, troubleshoot the issue independently, document their work, and know when an issue should be escalated. Excellent Spoken English Is Mandatory You will communicate directly with our U.S.-based customers by phone, email, and remote support sessions. You must speak clear, fluent, professional English and be comfortable having technical conversations with non-technical users. Strong customer service and communication skills are just as important as technical ability. Technical Experience You should be comfortable supporting: Windows 10/11 Microsoft 365 Outlook, Teams, OneDrive and SharePoint Microsoft Entra ID / Azure AD Microsoft Intune Active Directory User accounts, permissions and MFA Printers and peripherals VPN and remote-access troubleshooting TCP/IP, DNS and DHCP Wi-Fi and connectivity troubleshooting Remote desktop/support tools General workstation and software troubleshooting Basic security and malware-related issues Experience working for an MSP or IT help desk supporting multiple companies is strongly preferred. Experience with any of the following is a plus: UniFi Syncro or another RMM/PSA ThreatLocker Huntress Microsoft 365 administration Intune VoIP troubleshooting What We're Looking For We want someone who: Can troubleshoot independently instead of simply following scripts Communicates extremely well with customers Is dependable and responsive Documents their work clearly Takes ownership of tickets through resolution Knows when to continue troubleshooting and when to escalate Is comfortable supporting multiple customers and environments Can follow established procedures and security requirements Is interested in growing with our company Schedule & Compensation This will initially be a part-time / contract position with work provided as needed. As our support needs and company continue to grow, there is an opportunity for this position to develop into consistent hours and potentially a full-time role. Rate: $12–$15 USD/hour depending on experience and ability. Because we support U.S.-based businesses, some availability during U.S. business hours is required. REQUIRED WITH YOUR APPLICATION Please include: Your MSP/help desk experience. Your experience with Microsoft 365, Windows and networking. Your normal working hours and time zone. Your expected hourly rate. A 60–90 second video or voice recording introducing yourself and describing your IT support experience. Applications without the requested recording will not be considered. We're looking for a long-term relationship with the right technician. If you're dependable, technically capable, great with customers, and interested in growing with an MSP, we'd like to hear from you.