Help Desk Technician (Tier 1)

About Networkz IT

Networkz IT is a managed services provider purpose-built for regulated industries. We go deepest in life sciences, supporting biotech organizations from pre-seed through post-IPO and acquisition across FDA 21 CFR Part 11, GxP, SOX, HIPAA, and CMMC frameworks. We do not treat IT as commodity helpdesk. Every system decision passes through a stage-appropriate compliance and validation review before it goes near a client environment.

Our mission: deliver exceptional IT infrastructure and compliance solutions that enable our clients to operate with confidence, scale without fear, and advance work that matters.

Our four core values drive every client engagement and every internal decision:

• Empathy. We communicate with transparency, actively listen, and lead with understanding and respect in every interaction.
• Accountability. We operate with integrity, honesty, and ownership on all commitments we make to our clients, team, and ourselves.
• Growth Mindset. We prioritize the growth of our clients and team through continuous improvement, scalability, and personal development.
• Detail Oriented. We achieve operational excellence through high-quality, repeatable, and adaptable processes that drive scalability and consistent results.

Position Overview

We are seeking a Help Desk Technician to provide first-level technical support to our clients. This is an entry-to-intermediate level position focused on responding to support requests, accurately triaging and resolving common technical issues, and ensuring clean handoffs when escalation is needed. You will work within established procedures and escalate complex issues to senior technical staff while building foundational IT skills in a regulated industry environment.

This is a hybrid position based in San Diego, CA, the San Francisco Bay Area, CA or Boston MA. The role includes occasional onsite client visits for device delivery, equipment setup, and hands-on support. Participation in rotating on-call coverage is required. Background check required.

Candidates must be located in the San Diego, San Francisco Bay Area or Boston metro area, or be willing to relocate there before their start date. Relocation assistance is not available.

Key Responsibilities:

Technical Support

• Respond to incoming support requests via phone, email, and HaloPSA ticketing system
• Troubleshoot and resolve common end-user issues including password resets, account lockouts, email configuration, device connectivity, and application access
• Provide hardware and software support for Windows and macOS workstations, laptops, and mobile devices
• Assist users with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
• Guide users through troubleshooting steps using remote support tools
• Perform routine system maintenance including updates, patches, and endpoint security management

Device Preparation and Deployment

• Prepare client devices for deployment: imaging, enrollment in Intune or MDM, application installation, and physical configuration
• Follow NIT's documented onboarding standards precisely; flag deviations or unexpected behaviors rather than working around them independently
• Support client onboarding by setting up new user accounts, workstations, and mobile devices per documented procedures

Access Provisioning

• Execute user account provisioning and deprovisioning in Entra ID, Microsoft 365, HaloPSA, and client systems per approved requests
• Document all provisioning actions with timestamps; escalate privileged access requests to senior engineers

Field and Onsite Support

• Conduct client site visits in your local metro area (San Diego, San Francisco Bay Area or Boston) for device delivery, installation, physical infrastructure support, and onboarding assistance
• Represent NIT professionally on client sites; escalate unexpected scope or issues to the Account Manager or senior technical staff

Documentation and Ticketing

• Log all support requests in HaloPSA with accurate description, troubleshooting steps, time, and resolution
• Ticket documentation must be sufficient for any other team member to understand the full history without follow-up questions
• Apply ALCOA+ documentation standards for tickets touching GxP or regulated systems (training provided)
• Contribute to the internal knowledge base by documenting common issues and solutions; a KB article is required when the same issue recurs three or more times

Escalation and Collaboration

• Escalate promptly when issues exceed Tier 1 scope, with clear documentation of symptoms and steps already attempted
• For critical (P1) tickets, send an immediate Teams message or phone call to the receiving engineer in addition to HaloPSA reassignment
• Follow up on escalated tickets to learn from resolution and expand your own capabilities
• Assist senior engineers with project tasks when support volume allows

Operational Support

• Participate in rotating on-call schedule for after-hours and weekend coverage (approximately one weekend per month)
• Follow established change management and approval processes for all system modifications
• Complete required compliance training (HIPAA awareness, security awareness, GxP documentation fundamentals)
• Recognize potential PHI or EU personal data exposure and escalate to senior engineers immediately with correct ticket tagging

Required Qualifications

• 1-3 years of experience in IT support, helpdesk, or a customer service role with hands-on technical exposure (strong homelab or lab environment experience considered)
• Working knowledge of Windows 10/11; basic familiarity with macOS
• Basic understanding of Microsoft 365 applications and user administration
• Familiarity with Active Directory/Entra ID user management and basic networking concepts (DNS, DHCP, VPN)
• Demonstrated troubleshooting approach: ability to isolate a problem, document what was tried, and describe findings clearly before escalating
• Strong customer service orientation with clear written and verbal communication
• Ability to follow documented procedures and checklists accurately
• Organized approach to managing multiple support requests simultaneously
• Patience and empathy when working with frustrated or non-technical users
• Valid driver's license and reliable transportation for local client site visits
• Ability to lift and move computer equipment (up to 50 lbs)

Preferred Qualifications

• CompTIA A+ certification or in progress
• Experience with a PSA or ticketing system (HaloPSA, ConnectWise, Autotask, ServiceNow, or similar)
• Familiarity with remote support tools and RMM platforms (NinjaRMM or similar)
• Basic exposure to Intune/MDM or endpoint security platforms
• Exposure to regulated industries (life sciences, healthcare, financial services)
• Associate degree in Information Technology or related field

Training and Growth

New hires follow a structured onboarding path including a two-week shadowing period and supervised ticket work through week eight, with competency checkpoints at 30 and 90 days. Compliance training (HIPAA awareness, GxP documentation fundamentals, security awareness) is provided. This role has a defined growth track toward Tier 2 and senior technical positions, with support for certifications along the way.

What Good Looks Like

Tickets are triaged accurately and quickly. Common issues are resolved on first contact. Escalations include enough context that the receiving engineer does not have to start from scratch. Field work is completed on schedule. Documentation is complete and honest, including when something did not work as expected.

NIT Culture Fit

We look for people who lead with empathy in client conversations, hold themselves accountable without being told to, grow alongside the clients and team they serve, and sweat the details because they understand the stakes. In regulated environments, the details are not optional. If that framing resonates with how you already work, you will fit here.

Benefits

• Medical insurance
• Dental and vision insurance
• Paid time off and paid holidays
• 401(k) with company matching
• Professional development budget and certification reimbursement
• Performance bonus eligibility
• Stipends for fuel/travel, cell phone, and internet use

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Networkz IT is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

Pay: $25.00 - $32.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Application Question(s):

• Do you currently live in, or are you willing to relocate before your start date to, the San Diego, San Francisco Bay Area, or Boston metro area?
• Do you have a valid driver's license and reliable transportation for local client site visits?

Experience:

• IT support, helpdesk, or hands-on technical customer service: 1 year (Preferred)

Work Location: Hybrid remote in San Diego, CA 92122