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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Tier 1 Help Desk - **Company:** TEKSYSTEMS INC. - **Location:** Mountain View, CA, United States (Remote available) - **Experience:** Starter - **Salary:** $45,760.0 - $51,855.0 - **Contract:** Internship / Graduate position - **Skills:** Microsoft Access, Microsoft Windows, Macintosh Computers, Apple Mac Systems, BASIC (Programming Language), Software as a Service, Configuration Management, Collaborative Software, Cyber Security, Data Security, Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Networking Basics, Role-Based Access Control, Azure Active Directory, Anti-Phishing, Runbook, Single Sign-On, Wi-Fi Technology, Okta, Slack, Laptops, Gsuite, CIS Benchmarks, Zendesk, GiST, Comptia IT Fundamentals (ITF+), Servicenow - **Published:** October 23, 2026 - **Apply:** https://www.careercircle.com/jobs/all/all/usa/ca/mountain-view/7a4ac386-2ce4-4809-863f-c3f5b91a19a3 ## About the Role 02 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome). Basic understanding of: Operating systems (Windows and/or macOS) Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting) SaaS concepts and SSO/identity providers Strong customer service orientation with clear, professional written and verbal communication in English. Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope. Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience). Preferred Qualifications Exposure to or interest in: Google Workspace, Slack, Zoom, and other modern collaboration tools Ticketing tools such as Freshservice, Zendesk, or ServiceNow Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO) Basic awareness of information security concepts (least privilege, MFA, phishing, secure data handling). Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar). Skills Help desk support, Help desk, Support, Customer service, Service desk, Ticketing system, mac, windows, slack, zoom, Troubleshooting Top Skills Details Help desk support,Help desk,Support,Customer service,Service desk,Ticketing system,mac,windows,slack,zoom,Troubleshooting, Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. ## Description Mac OS Tooling Zendesk Phishing Operations Management CompTIA A+ Encryption Data Security Prioritization Issue Tracking Knowledge Base Security Tools Customer Service Slack (Software) Google Workspace Operating Systems Technical Support Help Desk Support Business Valuation Security Awareness Single Sign-On (SSO) Escalation Procedures Full Stack Development Azure Active Directory Collaborative Software Infrastructure Security Business Transformation Configuration Management Self Service Technologies Verbal Communication Skills Software As A Service (SaaS) Virtual Private Networks (VPN) CompTIA IT Fundamentals (ITF+) Zoom (Video Conferencing Tool) Troubleshooting (Problem Solving) Graphic And Intelligence Based Script Technology (GIST), The GIST IT Helpdesk is the front line for supporting end users with secure, reliable access to our tools, data, and devices. The team manages access to company systems, laptops, and core collaboration platforms (e.g., Google Workspace, Slack, Zoom, Freshservice, JumpCloud) with a strong focus on access minimization and security best practices., As an IT Helpdesk Support Contractor, you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will: Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection Key Responsibilities End-User Support & Ticket Handling Serve as a first-line point of contact for IT-related issues and requests. Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed. Resolve basic / well-defined issues such as: Password resets and SSO access issues Standard software install/uninstall requests Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed of the ticket status. Access Management & Identity Process standard access requests for company tools following least-privilege and access-minimization principles. Use JumpCloud and other IAM tooling to: Provision/deprovision users Assign/remove application access Enforce MFA and basic security controls Validate approvals (manager + application owner) before granting access and document changes in Freshservice. Device & Endpoint Support Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards. Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors). Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation. Documentation & Knowledge Follow existing knowledge base articles in Bloomroom IT Helpdesk and contribute updates for common issues and workflows. Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents. Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see. Collaboration & Security Culture Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes. Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity). Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.