What are the responsibilities and job description for the Part-Time Remote IT Support Technician position at JK Computer Solutions?
The Part-Time Remote IT Support Technician will provide Tier 1–Tier 2 support to managed services clients. Work will be ticket-based through ConnectWise, with a strong emphasis on documentation, responsiveness, and escalation when appropriate.
This is a remote role, but candidates must be comfortable supporting end users during U.S. business hours.
Hours & Schedule
• Part-time: Approximately 20 hours per week
• Schedule: Flexible, but primarily aligned with U.S. Central Time business hours
• No on-call requirement at this time
• Hours may increase over time based on performance and business needs
Key Responsibilities
• Respond to and resolve support tickets via ConnectWise Manage
• Provide remote support for:
• Windows 10 / 11 workstations
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Basic networking (DNS, DHCP, VPN, Wi-Fi troubleshooting)
• User account management and password resets
• Follow defined SOPs for ticket handling, escalation, and documentation
• Accurately document all work performed (clear time entries and notes)
• Escalate issues appropriately to senior technicians or management
• Maintain professional communication with clients at all times
• Assist with basic onboarding/offboarding tasks as needed
Tools & Systems You Will Use
• ConnectWise Manage (ticketing, time entry, notes)
• ConnectWise Control (remote access)
• Microsoft 365 Admin Center
• IT Glue (documentation & SOPs)
• SentinelOne (endpoint security – monitoring & alerts)
• Remote monitoring & management (RMM) tools
• PSA, security, and documentation tools commonly used in MSP environments
Required Qualifications
• 2 years of experience in IT support or MSP environment
• Strong understanding of:
• Windows desktop troubleshooting
• Microsoft 365 administration (basic to intermediate)
• Remote support best practices
• Comfortable working independently in a remote environment
• Strong written communication and documentation skills
• Reliable internet connection and professional remote work setup
Preferred Skills
• Prior experience working for an MSP
• Familiarity with ConnectWise Manage or similar PSA tools
• Basic cybersecurity awareness (MFA, endpoint protection, phishing risks)
• Experience with small business networking environments
• Ability to follow structured processes without micromanagement