New American Funding is seeking 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.
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
Skills
- 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
- Strong communication skills and a service-oriented attitude
- Ability to follow instructions, document work, and escalate issues appropriately
- Willingness to learn new technologies and take initiative in troubleshooting tasks
- Dependable, organized, and able to manage multiple tasks in a busy environment
- Must be able to verify identity and employment eligibility to work in the U.S
- Familiarity with Active Directory functions such as password resets and user account lookups is a plus
- Comfortable supporting iOS and Android mobile devices
Benefits
- Health
- Dental & vision
- Retirement with company contribution
- Parental leave
- Mental health & wellness benefits
- Generous PTO
- Sales incentive pay for most sales roles
- Annual bonus plan for eligible non-sales roles
Company Overview
New American Funding provides cutting-edge marketing and technology efforts allow us to compete with large banks. It was founded in 2003, and is headquartered in Tustin, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.newamericanfunding.com.Company H1B Sponsorship
New American Funding has a track record of offering H1B sponsorships, with 3 in 2025, 3 in 2023. Please note that this does not guarantee sponsorship for this specific role.
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