Remote Tier I Help Desk Analyst — Journeyman

Page Mechanical Group, Inc.; Miami (FL); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) with Company Matching

Paid Time Off and Holidays

Professional Development and Training

Flexible Spending Account (FSA)

Job summary

Total Force Alliance, LLC is seeking a Help Desk Analyst (Tier I) – Journeyman for a 100% remote role in a 24/7/365 enterprise environment. You will provide first-line technical support across systems, applications, and platforms, handling requests via phone, email, and ticketing tools.

You will log incidents, troubleshoot basic issues, and escalate complex problems as needed, while following security policies and contributing to knowledge base updates and reporting.

Qualifications

• BS/BA degree and 3–5 years of help desk or IT support experience.
• Mandatory DoD 8140/8570 IAT Level II certification.
• Preferred ITIL, CompTIA A+ and Network+ certifications.

Responsibilities

• Provide Tier I help desk support for end users via phone, email, ticketing system and other channels.
• Log, categorize, and track incidents using the ITSM tool; escalate when needed.
• Troubleshoot routine issues with accounts, passwords, email, hardware, software, and network access.
• Escalate complex issues to Tier II/III per SLAs and procedures.
• Monitor alerts and route incidents to proper teams for timely resolution.
• Assist with account provisioning, access control, and onboarding/offboarding activities.
• Document incidents, resolutions, and steps in the knowledge base.
• Support remote troubleshooting and secure access methods in line with cybersecurity policies.
• Contribute to daily/weekly/monthly reporting on ticket metrics and performance.
• Maintain professional conduct and high customer service for a diverse user base.

Skills

Help desk support

Ticketing systems

Windows

Linux

Active Directory

Customer service

Education

BS/BA degree

Tools

ServiceNow

Remote access tools

Office 365

Job description

Total Force Alliance, LLC is seeking a Help Desk Analyst (Tier I) – Journeyman for a 100% remote role in a 24/7/365 enterprise environment. You will provide first-line technical support across systems, applications, and platforms, handling requests via phone, email, and ticketing tools.

You will log incidents, troubleshoot basic issues, and escalate complex problems as needed, while following security policies and contributing to knowledge base updates and reporting.