Help Desk Support/Technical Support - Remote

Job Summary The Help Desk Technician I serves as the first point of contact for IT support and is responsible for providing frontline technical assistance to team members across the organization. This role supports end users with hardware, software, connectivity, mobile devices, telecom, and email-related issues.

Core Scope of Position Provide first-line support for IT issues reported by users.

Monitor systems and identify performance issues reactively.

Add or update documentation of SOP/KBs.

Troubleshoot and resolve basic to moderately complex issues involving desktop PCs, laptops, peripherals, mobile devices, telecom services, and email systems.

Review, assign, resolve, log comments, and close tickets within the ticketing system.

Support remote users by troubleshooting connectivity, access, and general technical issues.

Assist with software installations, upgrades, patching, and troubleshooting of operating systems, antivirus tools, and corporate software deployments.

Respond promptly and appropriately to team member problems, escalating issues according to established procedures.

Support user account and access-related tasks, including password resets and basic Active Directory functions.

Understand Microsoft Office 365 and Exchange corporate email systems (.pst, .ost and archived file types).

Provide ideas and solutions to prevent problems and support incidents from reoccurring.

Identify incident trends and report them according to standard protocols.

Maintain a high level of team member satisfaction through professional, responsive, and service-focused support.

Work effectively in a multicultural environment and support a 24/7, 365-day operation, with flexibility for day, swing, and graveyard shifts, including weekends, holidays, and on-call assignments.

Education & Certification High school diploma or equivalent required. CompTIA A+ certification preferred.

Experience 0 to 1+ years of related IT support or help desk experience preferred. Basic hands‑on experience supporting Windows‑based systems required. Experience in a customer service–focused technical support environment preferred.

Knowledge & Skills Ability to respond to end‑user requests for support by phone, email, chat, or in person.

Working knowledge of Windows operating systems, Microsoft Office 365, and Microsoft Exchange environments.

Familiarity with Active Directory and user account administration.

Basic understanding of networking concepts and remote connectivity troubleshooting.

Ability to install, configure, and support software, hardware, and peripheral devices.

Ability to document incidents, resolutions, and support activity accurately in help‑desk systems.

Ability to research issues using available tools, documentation, and knowledge‑base resources.

Strong written and verbal communication skills.

Strong organizational skills and attention to detail.

Ability to recognize when escalation is needed and route issues appropriately.

Commitment to service excellence, responsiveness, and quality support.

EEO Statement The Viejas Band of Kumeyaay Indians is an equal opportunity employer. Consistent with tribal and federal law, the company applies Native American preference in hiring.

Benefits 401(k) retirement plan with company match

Medical, dental, and vision benefits with employer contribution

Paid time off: 3 weeks of PTO plus holidays, start earning from day one

Accident, critical illness, and disability insurance

Employee assistance program

Bonus eligibility for all team members

Tuition reimbursement: $5,000 per calendar year (no limit during employment)

Unlimited chiropractor benefit with $10 co‑pay

Gym membership reimbursement

Fuel discount at Viejas Pit Stop

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