EUS Support Specialist I

Overview
Title: Service Desk Tier I

Location: Tustin, CA (full time in office for first 90 days 8am - 5pm PST & after 90 days hybrid - 2 days/week in office & 3 days/week remote from 6am - 3pm PST)

Pay: up to $28/hr. + Benefits, *Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.

Disclaimer: Identity Verification checks are in place throughout the Candidate journey to prevent candidate fraud.
Summary:
We are looking for a motivated and customer-oriented Tier 1 Help Desk Technician to provide first-level technical support to end-users across the organization. This role is responsible for handling incoming service requests, troubleshooting basic hardware and software issues, and ensuring timely and accurate resolution or escalation of incidents. The ideal candidate is resourceful, communicative, and eager to grow their IT skills in a fast-paced

Responsibilities
Essential Duties and Responsibilities:

• Respond to and document incoming incidents and service requests via the service desk ticketing system.
• Provide first-level troubleshooting and support for desktops, laptops, mobile devices (iOS, Android), printers, and basic networking issues.
• Assist users with login issues, password resets, and common software problems (Windows, macOS, MS Office, email).
• Gather detailed information from users to better understand technical problems and escalate to Tier 2 or other teams when necessary.
• Maintain clear and professional communication with users regarding ticket status, next steps, and expected resolution timelines.
• Contribute to the creation and upkeep of knowledge base articles and support documentation.
• Provide remote or desk-side support as needed under the direction of senior staff.
• Support IT team with hardware deployments, software installations, and basic configuration tasks.
• Participate in phone coverage and help desk support rotations, including occasional after-hours support when needed.
• Uphold IT policies and procedures and ensure all support interactions are documented accurately and thoroughly.

Qualifications
Job Competencies / Qualifications:

• 1–2 years of experience in a customer support or IT help desk role preferred (internships or school projects welcome).
• Basic understanding of Windows and macOS operating systems, Microsoft Office, and common enterprise applications.
• Familiarity with Active Directory functions such as password resets and user