Help Desk Specialist

Model is growing and are looking to hire an expereinced 20 hour a week 1099 Help Desk Technician @$25/hr Job Title: Tier 1 IT Helpdesk Technician (1099 Contract | Part-Time, Remote) Hours: 20 hours per week | Location: Remote About The Role We're looking for a motivated and customer-focused Tier 1 Helpdesk Technician to join our IT support team on a part-time, remote basis. In this role, you'll serve as the first point of contact for end users experiencing technical issues, providing timely triage, prioritization, and escalation of support requests with a focus on Microsoft 365 and Active Directory environments. Key Responsibilities Serve as the first point of contact for all inbound IT support requests via phone, email, and ticketing system. Triage and prioritize incoming incidents and service requests based on urgency, business impact, and established SLAs. Troubleshoot and resolve common end-user issues related to Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and Exchange Online. Manage user accounts, password resets, group memberships, and permissions within Active Directory. Accurately document all support interactions, troubleshooting steps, and resolutions in the ticketing system. Escalate unresolved or complex issues to Tier 2/3 support teams with clear, concise handoff notes. Follow escalation procedures and communicate status updates to end users throughout the resolution process. Assist with onboarding and offboarding tasks including account provisioning and deprovisioning. Required Skills & Experience 1+ years of experience in a helpdesk or IT support roleSolid understanding of Microsoft 365 administration (user management, licensing, basic troubleshooting)Working knowledge of Active Directory (password resets, account management, group policies)Experience with ticketing systems (e.g. ServiceNow, Jira, Zendesk, Freshdesk)Strong triage and prioritization skills with the ability to manage multiple open tickets simultaneouslyExcellent written and verbal communication skills for remote workAbility to work independently and manage time effectively in a remote environment Nice to Have Experience with Azure Active Directory / Microsoft Entra IDFamiliarity with Azure fundamentals (subscriptions, resource groups, basic IAM)Microsoft certifications such as MS-900, MD-102, or AZ-900Experience with Intune or endpoint management What We Offer 20-hour weekly scheduleFully remote positionCollaborative and supportive IT teamOpportunity to grow skills in Microsoft cloud technologiesContractor is responsible for their own taxes, benefitsEquipment can be provided unless otherwise specified Candidates with a passion for problem-solving and a customer-first mindset are encouraged to apply, even if you don't meet every requirement.