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Outsourced MSP / Technology Role

Outsource IT Support: Offshore Helpdesk Tier 1 Specialist

Save Up to 70%

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Work On Your Time Zone

Top 1%

Global IT Support Talent

3 wks

Average Time to Hire

SOC 2

Security Certified

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Inc-5000
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SOC 2 badge
Inc 5000
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Inc Power Partner

Role Overview

Your remote Helpdesk Tier 1 handles everything from first-line support to ticket triage and end-user resolution

From password resets and software troubleshooting to hardware issue triage and ticket documentation, a DOXA Helpdesk Tier 1 technician integrates fully into your team — on your timezone, using your tools and PSA platform.

Key Responsibilities

First-Line Support
Password resets, account unlocks, user access
Ticket Triage & Logging
PSA documentation, prioritization, escalation
Software Troubleshooting
OS, Office 365, basic app issues
Hardware Support
Printer, peripheral, workstation triage
Remote Desktop Assistance
TeamViewer, ConnectWise, AnyDesk
Tool Proficiency
ConnectWise, Autotask, Freshdesk, Zendesk

Helpdesk Tier 1 Skills

  • First-line support for end-users via phone, chat, and ticketing systems
  • Proficiency in PSA platforms including ConnectWise Manage, Autotask, and Freshdesk
  • Password reset, account provisioning, and Active Directory / Azure AD user management
  • Microsoft 365 support including Outlook, Teams, SharePoint, and OneDrive
  • Basic network connectivity troubleshooting — Wi-Fi, VPN, DNS, DHCP
  • Remote desktop support using TeamViewer, ConnectWise Control, and AnyDesk
  • Printer, peripheral, and workstation hardware triage and ticket escalation
  • Accurate ticket documentation, categorization, and SLA-aware prioritization
  • Strong communication skills for guiding non-technical end-users through solutions
  • Knowledge of ITIL fundamentals including incident, request, and problem management
  • Windows 10/11 and macOS troubleshooting for common end-user issues
  • Mobile device support including iOS and Android configuration and MDM basics
  • Familiarity with RMM tools such as NinjaRMM, Datto, and Kaseya
  • Ability to follow documented SOPs and escalation paths without supervision
  • High-volume ticket queue management with attention to client satisfaction
  • Strong time management and ability to manage multiple open tickets simultaneously

Why DOXA

Our outsourced helpdesk solution benefits

Cost savings up to 70%

Save on payroll without losing quality

Top 1% global talent
Rigorous vetting filters only the best
SOC 2 + encrypted devices
DOXA-issued hardware, 24/7 IT monitoring
Employer of Record
We handle legal, tax, and compliance.
Fast hiring — 3 weeks
Candidates shortlisted within 7-10 days
AI Certification
Workforce trained in modern AI tools
Work your timezone
Fully aligned to business hours
Managed onboarding & HR
Full lifecycle management from day one
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The DOXA Difference

Not all offshore talent is created equal

FEATURE DOXA Helpdesk Tier 1 Freelance U.S.-Based Hire

Pre-vetted, top 1% talent
✓ Yes
✘ No
~ Varies

SOC 2 compliance
✓ Yes
✘ No
~ Varies

Encrypted DOXA-issued device
✓ Yes
✘ No
✘ Rarely

Employer of Record
✓ Yes
✘ No
✘ Your burden

Structured onboarding
✓ Yes
✘ No
~ Sometimes

HR, payroll & benefits
✓ Handled by DOXA
✘ No
✘ Your cost

Cost vs U.S. hire
Up to 70% savings
~ Varies
Full cost

Your timezone
✓ Yes
✘ No
✓ Yes
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How It Works

Hire your Helpdesk Tier 1 in 3 simple steps

Most clients have a shortlist of candidates within 7-10 days and a hire in a place in 3 weeks.

  • Fill out the quote form

    Tell us your role needs, team size, and timeline — takes 2 minutes

  • Meet your shortlist

    Our recruiters present pre-vetted candidates witihin 7-10 days

  • Onboard and go

    DOXA handles equipment, HR, and onboarding — you get to work

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Why Offshore?

By hiring an offshore Helpdesk Tier 1 through DOXA, you can…

  • Cut payroll costs by up to 70%

    Without sacrificing ticket quality or client satisfaction scores

  • Scale up or down with ease

    Add helpdesk capacity for new client onboarding or contract growth — no long-term lock-in

  • Access a wider talent pool

    Top 1% vetted IT support professionals across Philippines, Colombia, Vietnam, Panama, Kenya, United States, and more

  • Ready to work in 3 weeks

    From first call to first day. The right hire, right when you need it

  • Zero HR overhead

    DOXA acts as Employer of Record — we handle tax, legal & compliance

  • Work your timezone

    Your helpdesk technician works your hours — no handoff delays or ticket backlogs

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By The Numbers

Built for companies that can’t afford to get it wrong

2,000+

Professionals placed

500+

Active clients

NPS 81

Client satisfaction

Inc. 5000

3x honoree

Great Place to Work 2024
Great Place to Work 2025
SOC 2 Type II
Inc. Power Partner Award
Glassdoor 4.5★
IFA Member
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Zero Risk

Here’s why hiring DOXA is completely risk-free

  • Replacement guarantee

    If your hire doesn’t work out, we find a replacement to support your team

  • No hidden fees

    Transparent pricing – what you see in your quote is what you pay

  • Compliance covered

    DOXA as Employer of Record — you're insulated from all legal risk

Start building your helpdesk team today

Join 500+ companies that have scaled smarter with DOXA’s pre-vetted, fully managed helpdesk technicians — delivered in 3 weeks.
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Book a Demo Call

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Software Developer

Full-stack, custom builds, integrations

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Full-Service Outsourcing

We handle everything beyond the hire

  • Health Care

    Comprehensive coverage for your team members

  • Equipment Delivery

    Encrypted DOXA-issued devices shipped directly

  • Background Checks

    Rigorous screening before any candidate is presented

  • Visa Support

    Immigration assistance for international talent

What Our Clients Say

Trusted by CEOs, CFOs, and HR leaders

“DOXA helped us double our accounting team with high-quality, pre-vetted candidates – the process was seamless and the talent is exceptional.”
5 stars
home testimonial chuck bender image

Chuck Bender

CEO, Attentus Technologies

“We scaled faster by leaning on DOXA’s expertise  to handpick great talent with a seamless onboarding process.”
5 stars
home testimonial mark sims image

Mark Sims

Founder & CEO, FIKES®​

“DOXA Talent is not just a company with purpose — it’s purpose with a  company. They’re all about people and making real impact.”
5 stars
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Winnie Hart

Founder and Chief Creative Engine , TwinEngine

Cost Breakdown

What does a remote DOXA Helpdesk Tier 1 actually cost?

US-BASED HELPDESK TIER 1

Base salary

$40,000–$55,000

Benefits & insurance

$12,000–$18,000

Payroll taxes

$4,000–$6,000

Recruiting & onboarding

$6,000

Est. total / year

~$62k–$85k
DOXA Helpdesk Tier 1
Recommended

DOXA monthly rate

From $2,800/mo

Equipment & security

Included

HR, payroll & legal

Included

Onboarding & Support

Included

Est. total / year

~$34k-$41k

Frequently Asked Questions

We take security seriously by providing all employees with company-issued, encrypted devices, multi-layered access controls, and remote monitoring. DOXA is SOC 2 certified, and ensures full compliance with U.S., Philippines, and Colombian data protection regulations, so your client data and internal systems remain secure at all times.
DOXA offers skilled Tier 1 helpdesk technicians covering everything from first-line end-user support and ticket triage to password resets, Microsoft 365 troubleshooting, basic network support, and remote desktop assistance. We match each technician to your PSA platform, ticketing system, and client base.
Yes — most clients save between 50–70% compared to a U.S.-based equivalent hire. DOXA helpdesk technicians are fully employed by DOXA, meaning equipment, benefits, HR, payroll taxes, and compliance are all included in one transparent monthly rate. There are no hidden costs.
Our Tier 1 technicians are proficient in ConnectWise Manage, Autotask, Freshdesk, Zendesk, ServiceNow, NinjaRMM, Datto RMM, Kaseya, and other leading MSP platforms. During discovery, we match candidates to your exact stack so your technician is productive from day one.
Our helpdesk professionals are rigorously vetted for technical ability, communication skills, and ticket documentation accuracy. DOXA provides structured onboarding, performance oversight, and ongoing training — including AI tool certification through DOXA Labs — so your technician continues to improve over time.
Yes. DOXA Helpdesk Tier 1 technicians are specifically recruited and trained to support MSP environments, including SLA-aware ticket prioritization, multi-client support, escalation path compliance, and documentation standards. They integrate seamlessly into existing helpdesk workflows and reporting structures.