Remote Helpdesk Analyst — Tier 1 IT Support

Military, Veterans and Diverse Job Seekers; San Diego (CA); Remote; USD 45,000 - 60,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers in San Diego, CA seeks an entry-level IT Service Desk Technician with 2+ years in IT and 1+ year in helpdesk. You will be the first point of contact for users, logging tickets and providing tier 1 support for software, hardware, network, and telecom issues.

The role emphasizes strong communication, excellent customer service, and a proactive, inquisitive approach to learning. Training and growth opportunities are available within the IT department.

Qualifications

• 2+ years of experience in IT space, including 1+ years of experience in technical support/ helpdesk.
• Strong written and verbal communication skills.
• Excellent customer service with attention to detail and active listening.
• Inquisitive mindset with desire to learn at deeper level.
• Proactive information gathering.
• Basic troubleshooting and knowing when to escalate.
• Certifications like A+ / HDI / Network+ / CompTIA+ are a plus.

Responsibilities

• First point of contact for users calling the IT Service Desk.
• Answer incoming calls, emails, and chats.
• Track all information in the ticketing system.
• Use KB tool and expertise to resolve tier 1 incidents and requests promptly.
• Escalate unresolved issues to tier 2 support.
• Troubleshoot basic end-user issues on software, hardware, network, and telecoms.
• Log all Service Desk tickets using defined tracking software.
• Familiarize with helpdesk policies and IT Department teams.

Skills

IT experience

Helpdesk

Communication

Customer service

Troubleshooting

A+ Certification

Knowledge Base Tool

Tools

Knowledge Base Tool

Job description

Military, Veterans and Diverse Job Seekers in San Diego, CA seeks an entry-level IT Service Desk Technician with 2+ years in IT and 1+ year in helpdesk. You will be the first point of contact for users, logging tickets and providing tier 1 support for software, hardware, network, and telecom issues.

The role emphasizes strong communication, excellent customer service, and a proactive, inquisitive approach to learning. Training and growth opportunities are available within the IT department.