Tier 1 IT Help Desk Technician Temporary

CERTIFIED AVIATION SERVICES LLC is hiring a temporary Tier 1 IT Help Desk Technician to support employees across multiple states. This on-site role in Ontario, CA focuses on first-level, endpoint-level assistance, with most troubleshooting delivered remotely using established support and monitoring tools.

At this tier, the work centers on diagnosing common Windows workstation and laptop issues, helping users with everyday software and connectivity problems, and maintaining clear documentation in the organization’s ticketing system. When issues go beyond approved Tier 1 scope, you will escalate them to senior IT staff.

Responsibilities

• Deliver first-level technical support to employees across geographically dispersed office locations.
• Diagnose and resolve common Windows workstation, laptop, and peripheral issues using remote management and support tools.
• Troubleshoot basic software, connectivity, printing, email, and Microsoft Office application issues.
• Help users with password resets, account access, and routine login problems in line with security procedures.
• Use remote monitoring and management (RMM) platforms to access endpoints, diagnose issues, and perform approved corrective actions.
• Support routine workstation maintenance, including assistance with software installation and application configuration.
• Record technical issues, troubleshooting steps, and resolutions in the organization’s ticketing or support tracking system.
• Communicate clearly and professionally with end users by telephone, email, or remote support sessions.
• Escalate unresolved or advanced technical issues to senior IT staff when appropriate.
• Follow established IT security policies, support procedures, and organizational standards.

Requirements

• Prior experience providing basic IT help desk, desktop support, or similar technical assistance.
• Working knowledge of Windows 10 and Windows 11.
• Familiarity with Microsoft 365 applications, including Outlook, Word, Excel, and Teams.
• Basic understanding of computer hardware, printers, network connectivity, and common workstation issues.
• Experience using remote desktop, remote access, or endpoint management tools.
• Ability to troubleshoot technical problems logically and follow documented procedures.
• Strong verbal and written communication skills.
• Patience and professionalism when assisting users with varying technical experience.
• Ability to work independently while recognizing when escalation is needed.
• CompTIA A+ certification or equivalent practical experience.
• Experience with remote monitoring and management (RMM) platforms.
• Familiarity with Microsoft Active Directory, Microsoft Entra ID, or Microsoft Intune.
• Experience supporting users across multiple offices or geographic locations.
• Familiarity with help desk ticketing systems.

Technologies

• Windows 10, Windows 11
• Microsoft 365, Outlook, Word, Excel, Teams
• Remote monitoring and management (RMM), remote desktop, remote access, endpoint management tools
• Microsoft Active Directory, Microsoft Entra ID, Microsoft Intune

Work Environment & Schedule

• On-site in an office environment.
• Reports to a central office, with the majority of technical support delivered remotely to employees working in offices across multiple states.
• Primarily focused on endpoint-level troubleshooting and user assistance.
• Advanced network administration, server management, and infrastructure engineering are outside the normal Tier 1 scope and will be escalated.
• Standard business hours.

Location: Ontario, CA (onsite)

Compensation: USD 30 per hour

Position Type: Temporary