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Hire an IT Helpdesk Technician.

Tickets, accounts and devices, sorted.

Also called: IT Helpdesk Support Agent, Service Desk Analyst, Desktop Support Technician

From US$7.50 an hourUS$7.50-33/hr

  • IT & managed services
  • Professional services
  • Healthcare
Book a demoTalk now on Teams

A free 15-minute call on Teams.

  • Works your hours
  • Colombia hub, on New York time or an hour behind
  • Month to month
What your IT Helpdesk Technician gets doneSample day
  • Works the queue in ConnectWise Manage, Autotask, HaloPSATicket handling and triage
  • Resets passwords, unlock accountsAccounts and access
  • Diagnoses Windows, macOS, iOS and Android problems remotelyEndpoint, software and connectivity support
  • Escalates to Tier 2 or 3 with a full packEscalation, documentation and asset recordsDoing
In your tools
  • Jira Service Management
  • Zendesk
  • Microsoft 365 admin center
  • Microsoft Entra ID
  • Microsoft Intune
  • Google Workspace Admin console

Pick the level. See the price.

US$12.50an hourFull time, 38 hours a week, all-in

Level 2 of 4, also called mid-level.Recommended
Even a local mid-level admin costsUS$22.86/hr
A tested Intermediate IT Helpdesk TechnicianUS$12.50/hr
At least 45% lessBasis: a Seat's hourly price against the hourly wage of a comparable local hire at the same level. Benefits and payroll taxes would add to the local cost.

Owns a queue end to end and enrolls devices in Intune or Autopilot.

  • Completed onboarding and offboarding with an audit trail
  • Device builds and Intune enrollments
  • Two or more knowledge-base articles a month

2-3 years on a Tier 1/Tier 2 service desk, ideally on an MSP desk covering several clients.

How the Intermediate level works

Per hour, all-in: recruiting, testing and management.

What you hand to your IT Helpdesk Technician

Tasks

  • Ticket handling and triage

    • Works the queue in ConnectWise Manage, Autotask, HaloPSA
    • Categorizes and prioritizes new tickets
    • Takes calls, chats and emails from end users
    • Follows up on tickets waiting on the user or a vendor

  • Accounts and access

    • Resets passwords, unlock accounts
    • Carries out new-starter and leaver requests
    • Processes access requests for shared drives, Teams and SharePoint sites

  • Endpoint, software and connectivity support

    • Diagnoses Windows, macOS, iOS and Android problems remotely
    • Fixes common Outlook, Teams, OneDrive sync, Office activation
    • Enrolls and prepares laptops and phones in Intune, Autopilot or Jamf
    • Checks patch, antivirus and disk alerts in the RMM

  • Escalation, documentation and asset records

    • Escalates to Tier 2 or 3 with a full pack
    • Writes and updates knowledge-base articles and step-by-step guides
    • Keeps device, warranty and assignee details accurate
    • Flags repeat incidents to the lead as candidate problem tickets

Tested before you meet them

  1. IT Fundamentals TestAll levels35 min
  2. Ticket Triage and Prioritization ExerciseAll levels30 min
  3. Microsoft 365 and Endpoint Practical LabAll levels60 min
  4. Support Writing TaskAll levels25 min
  5. Live Support and Identity Verification Role-playAll levels25 min
  6. Trial DayIntermediate and up8 hrs

One score on every profileSample shown

85%

Three checks before your shortlist

  • Skills tested: A skills test for the role, marked by a senior
  • English and comms: written English tested, spoken English checked on a call
  • ID, work history and references: photo ID, past roles and two referees

From booked call to day one

  1. Step 1: Book a demo

    Tell us the role, your hours and your tools.

  2. Step 2: Meet your shortlist

    Their level and hourly price, tested before you meet.

  3. Step 3: Pick your person

    Month to month. We handle the contract, the equipment and the onboarding, and make sure it all runs.

  4. Step 4: They start work

    In your tools, within 12 to 48 hours of a successful interview.

Questions answered

An Intern IT Helpdesk Technician is US$7.50 an hour, Intermediate US$12.50, Expert US$19 and Specialist US$33, full time (38 hours a week). That is all-in: recruiting, testing and management, month to month.

Ticket handling and triage, accounts and access, endpoint, software and connectivity support and escalation, documentation and asset records, run to your priorities. You choose what they own first.

Six practical tests, marked by a senior, including IT Fundamentals Test, ticket Triage and Prioritization Exercise and microsoft 365 and Endpoint Practical Lab. You see the score before you meet.

Tell us and we replace them free, with a new shortlist of tested people to meet. Seats are month to month with 30 days' notice.

More questions

Within 12 to 48 hours of a successful interview. First you meet your shortlist, interview the people you like and pick your person.

Yes. Your IT Helpdesk Technician works your business hours in your time zone and joins your Teams or Slack like anyone else. The hub matched to United States clients is in Colombia, on New York time or an hour behind.

Yes, where it helps. Your IT Helpdesk Technician works in the AI tools you already use. They use AI for first drafts and routine work, check every output, and follow your AI policy. You can ask for no AI on any task.

An Intermediate IT Helpdesk Technician owns a queue end to end and enrolls devices in Intune or Autopilot. An Expert IT Helpdesk Technician takes the hard Tier 2 escalations. We usually recommend Intermediate.

It stays under your rules: your admin settings and AI policy apply. Our talent rules ban client data in personal or free AI accounts, and passwords, card numbers, health details and ID numbers never go into any AI tool.

You direct the work day to day. We handle recruiting, equipment and quality checks.

Yes. Every IT Helpdesk Technician is tested live in the tools on your job description, such as ConnectWise Manage and ConnectWise ScreenConnect, before you meet them.

In week one: PSA agent seat with the queue views, categories and priority matrix; RMM and remote-support access with role-based limits; and reads access to the documentation platform for the client's environment. You agree the first priorities with them on day one.

Yes. It's also called IT Helpdesk Support Agent, Service Desk Analyst and Desktop Support Technician. Same tasks, tests and prices, whatever the name.

Their written English, with a scored test, and their spoken English, on a call with us. We also check their ID, work history and references.

Yes. You meet your shortlist on a short call and pick the person you want. Nobody joins without your yes.

In our talent hubs in the Philippines, Vietnam, Kenya, Nigeria, Brazil and Colombia, and we hire from 60+ countries. Wherever they are, they work your hours.

Pay only for the hours they work. All your Seats are on one bill, and Studio plans are billed monthly.

It can, at most once a year. Your person's hourly rate may rise by up to 5% a year, from the first anniversary of the Seat's start, with 60 days' notice and the right to end the Seat before it applies.

Only when you and your person both agree to it in advance. Otherwise they work the hours you set, and you pay for the hours they log.

You aren't charged for hours your person doesn't work, apart from paid leave. After their third month, your person earns 8 hours of paid leave a month. Paid leave hours are charged at their usual rate.

Your person logs their hours each day in the Get Hands client app, where you can see them. Your next invoice is adjusted to those hours.

Yes, with no minimum hours. From 20 to 37 hours a week, the hourly rate is 10% higher than full-time. Under 20 hours, it's 20% higher.

Yes. Tell us the roles on a call and we shortlist tested people for each.

Yes. You give them access in your own systems, and you can change or remove it at any time.

They get their own login in each of your systems, never a shared one. Any password that has to be shared goes through your own password manager, never email, chat, code or prompts.

A tested shortlist within 72 hours of your call, or your first week is free. That's part of The Right Hands Guarantee.

Yes. Book a 15-minute demo any time, or choose Talk now on the booking form for a Microsoft Teams link straight away. You can also message us on WhatsApp on +61 485 061 086, or email hello@gethands.com.au.

Book a 15-minute demo on Microsoft Teams, any time, day or night. We show you the people, levels and prices that fit. No obligation.

Meet the people who fit your work.

A 15‑minute call on Teams. You leave knowing the level you need and its hourly price.

Book a demoTalk now on Teams

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