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 impactDeliver fast first responses and keep every ticket within SLAResolve Tier 1 issues end-to-end: password resets, MFA, M365 account/licensing changes, Outlook/Teams/SharePoint, printer and peripheral problems, basic endpoint troubleshootingUse the RMM for remote sessions, scripts, and device health checksDocument every step clearly in the PSA and or documentation tools— clean notes, accurate time entries, proper categorizationEscalate 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 appropriatelyProactively 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 resetsComfortable supporting Windows and macOS; working knowledge of basic networking (DNS, DHCP, VPN, VLAN concepts)Familiarity with PSA/RMM toolingExcellent written communication and a calm, professional manner with clientsAttentive and responsive — you keep a clean queue, and you move quicklyReliable 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/weekLong-term engagement with potential for an increased rate based on performance.Fast onboarding into a documented, standardized stack