DollarDesk

Course 10

IT Services

Support US businesses remotely: helpdesk tickets, user accounts, Microsoft 365 and Google Workspace, devices and cloud basics.

Who it’s for

For problem-solvers who enjoy fixing tech and want remote IT support work with US offices and the IT companies (MSPs) that look after them.

What you’ll be able to do

  • Work a helpdesk queue: triage, fix and close tickets
  • Create users, reset passwords and set up MFA in Microsoft 365 and Google Workspace
  • Troubleshoot Windows, Mac, email and printer problems remotely
  • Explain networking basics: IP, DNS, Wi-Fi and VPN
  • Manage company laptops and phones with Intune
  • Find your way around Azure and AWS and handle simple cloud tasks

Course outline

6 modules
  1. 01

    Module 1

    IT support foundations

    • What US offices and MSPs hire remote IT support for
    • Tier 1, 2 and 3 support and when to escalate
    • Ticket priorities and response times (SLAs)
    • Ticket notes the next technician can follow
  2. 02

    Module 2

    Helpdesk and troubleshooting

    • A step-by-step troubleshooting method
    • The Windows and macOS problems users report most
    • Email, printer and software issues
    • Remote sessions with AnyDesk and TeamViewer
  3. 03

    Module 3

    Microsoft 365 and Google Workspace admin

    • Users, licences and shared mailboxes
    • Password resets and multi-factor authentication
    • Groups, permissions and file sharing
    • Onboarding and offboarding staff
  4. 04

    Module 4

    Networks, devices and security

    • IP addresses, DNS, DHCP, Wi-Fi and VPN explained
    • Managing devices with Microsoft Intune
    • Spotting phishing and securing accounts
    • Backups and what to do when something breaks
  5. 05

    Module 5

    Cloud basics

    • What the cloud is and why businesses move to it
    • A tour of Microsoft Azure and AWS
    • Virtual machines, storage and user access
    • Watching costs and alerts
  6. 06

    Module 6

    Getting IT clients

    • Entry certifications: Google IT Support, CompTIA A+, Microsoft 365 and Azure Fundamentals
    • Profiles and proposals for remote IT roles
    • Contract work with MSPs
    • Troubleshooting faster with AI, safely

Read a free sample

From the guidebook

The first section of the IT Services guidebook, exactly as buyers get it.

From the guidebookSection: Start here

Start here: your first $500 in remote IT support

Your first $500 comes from one steady support contract, not from random one-off fixes. US offices and the IT companies that look after them (called MSPs, managed service providers) need people to answer tickets, reset passwords, set up new staff and fix everyday problems, often overnight in the US, which is daytime or evening in Pakistan.

Route What you do Typical starter rate To reach $500
Part-time MSP or agency contract (best) Work their ticket queue: tier 1 helpdesk, user accounts, Microsoft 365 $5–8/hr About 65–100 hours (1 month at 20 hrs/week)
Small office "IT person" Be the remote IT contact for a 5–20 person US office $8–12/hr or $150–300/month retainer 2–3 offices on retainer
Fixed projects Set up Microsoft 365 or Google Workspace for a new business, migrate email, clean up user accounts $50–200 per project 3–6 projects

The 5 steps

  1. Learn the foundations (days 1–10). Read sections 1–4. Practise the troubleshooting method on every problem you see at home.
  2. Build a home lab (days 7–15). Open free trials of Microsoft 365 Business and Google Workspace, and a free Azure or AWS account. Create users, reset passwords and set up MFA until you can do it without notes.
  3. Start one certificate (days 10–30). The Google IT Support Certificate or CompTIA A+ study path. Even "in progress" on your profile helps.
  4. Set up profiles and pitch (days 15–30). Upwork, LinkedIn and direct messages to small MSPs. Headline: "Remote IT Support · Microsoft 365 & Google Workspace admin · Helpdesk tickets · US overnight hours".
  5. Deliver and expand (month 2). Close tickets fast, write excellent ticket notes, and ask for more of the queue once you're trusted.

Get paid

Open a Payoneer account before your first client pays. It receives US dollars and sends them to your Pakistani bank account. Upwork also pays out to Payoneer or directly to your bank.

$500 is about PKR 140,000 at roughly PKR 280 per dollar (approximate, check today's rate). That is your first goal.

Templates and scripts

  • Troubleshooting flowcharts
  • Ticket note & escalation templates
  • Staff onboarding & offboarding checklist

Tools you’ll use

  • Microsoft 365 admin center
  • Google Workspace admin
  • Microsoft Entra ID
  • Intune
  • Freshdesk
  • AnyDesk
  • TeamViewer
  • Azure
  • AWS

Roles you can apply for

  • IT Support Specialist
  • Helpdesk Technician (Tier 1)
  • Microsoft 365 Administrator
  • MSP Support Technician
What comes with every course
Portrait of Mohsin Amer Riaz

Your instructor

Mohsin Amer Riaz

Founder & CEO, SoftwareBiz

Mohsin founded SoftwareBiz in 2017, a software development, IT services and business process outsourcing company, after years as a self-taught freelance developer working with clients worldwide.

Strengths in IT Services

  • Taught himself system administration before founding SoftwareBiz
  • Leads SoftwareBiz's cloud and DevOps practice
  • Designs, builds and operates the systems businesses run on
  • Runs IT services for clients across the GCC, APAC, Europe and the US
More about Mohsinmohsin.one