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 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 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.