EUS Support Specialist I

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

Company H1B Sponsorship