Remote Help Desk Jobs in Escondido, CA (NOW HIRING)

IT Helpdesk Technician

Why Bird Rock Systems

At Bird Rock Systems, we take pride in being named one of the Inc. Magazines Best Workplaces Award winners and Inc. 5000 Fastest Growing Private Companies. Our dynamic journey to success is fueled by a team of passionate individuals who thrive in a fast-paced environment. We're more than a workplace; we're a community of fun-loving people dedicated to excellence.

What Sets Us Apart:

• Best Workplace Awards: Bird Rock Systems is honored to be recognized as one of San Diego Business Journal's Best Places to Work and Inc.'s Best Workplaces, highlighting our commitment to fostering a positive, collaborative, and innovative work environment.
• Fast-Paced Growth:As an Inc. 5000 honoree, we're committed to driving innovation and pushing boundaries. Join us to be part of a dynamic and ever-evolving company.
• Vibrant Company Culture:We believe in creating an environment where work feels like fun. Our team is more than colleagues - we're friends who collaborate, support, and celebrate together.
• Core Values:Our values define us. Loyalty, work/life balance, kaizen (continuous improvement), unwavering integrity, exceptional customer service, and giving back to our community are the cornerstones of Bird Rock Systems.

Your Opportunity:

At Bird Rock Systems, you're not just an employee - you're an essential part of our growth story. Join our team of driven professionals who embrace challenges, value camaraderie, and thrive on making a difference. If you're ready to work in an exciting atmosphere that blends passion, innovation, and purpose, we invite you to apply and embark on a rewarding journey with us.

Take the next step towards an inspiring career. Apply now and become a proud contributor to Bird Rock Systems' exceptional trajectory!

Join us on our journey. Apply today.

Position Summary

Bird Rock Systems is seeking a strong Tier 2 Helpdesk Technician who is ready to take the next step in their career. This role is designed for someone who already has solid technical fundamentals, takes ownership of problems, and wants to grow into higher-level technical responsibilities over time.

This is a hands-on, onsite role supporting both:

• Internal IT operations, and
• Remote helpdesk services for our customers

This position is not intended to be a permanent Helpdesk Technician role. It is a development role for individuals who want to build depth, reliability, and judgment-eventually progressing into Tier 3 and, for the right person, into our Engineer bench.

You will support various technical requests from all departments:

• Triage and fix technical areas impacting employee productivity.
• Provide optimization reports for various IT and IT Security tools.
• Act as a technical resource for employee inquiries.
• Create and maintain technical documentation.

Main Duties

• Provide Tier 2 support for internal users and external customers
• Troubleshoot and resolve escalated issues involving:
  • Windows and macOS operating systems
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, identity issues)
  • Endpoint setup, configuration, patching, and troubleshooting
  • Networking fundamentals (DNS, DHCP, VPN, connectivity issues)
• Act as an escalation point for Tier 1 technicians
• Deliver high-quality remote helpdesk support with a strong customer-service mindset
• Provide onsite support as required, including full-time customer assignments
• Document issues, resolutions, and patterns clearly and consistently
• Identify recurring issues and contribute to long-term fixes and process improvements
• Partner with Tier 3 technicians and Engineers on complex issues
• Build the technical depth and decision-making required for Tier 3 responsibilities

Customer Placement Flexibility

Depending on customer needs:

• You may be assigned full-time onsite to a single customer
• In some cases, that customer may choose to extend an offer of direct employment
• The decision to accept or decline that offer is entirely up to you
• Choosing to remain an employee of Bird Rock Systems does not impact your employment, standing, or growth opportunities with us in any way

This flexibility allows you to choose the path that best aligns with your career goals, and we fully support either outcome.

Growth Path: Tier 2 Tier 3 Engineer Bench

This role is intentionally structured as a long-term growth path, not a stopping point.

With demonstrated performance, ownership, and technical growth, this position can progress through:

• Tier 3 Helpdesk / Advanced Support
• Junior Systems, Cloud, or Security Engineer
• Ongoing advancement within our Engineer bench, aligned to infrastructure, cloud, or security teams

Along the way, you'll gain:

• Exposure to real-world customer environments and architectures
• Hands-on experience with systems, identity, networking, and cloud platforms
• Mentorship from senior technicians and engineers
• Opportunities to specialize or broaden your skills based on aptitude and interest

We strongly prefer to promote from within and view the helpdesk as a critical part of our long-term engineering talent pipeline.

Location Requirements

• Location type: Onsite, every day - either at Bird Rock Systems or at a customer site, based on operational needs.
• Onsite location: San Diego, California

Time Requirements

• Schedule: Full time
  
• Estimated start date: Immediate
  

What You Bring

Qualifications & Experience

• 2-4 years of IT helpdesk, desktop support, or technical support experience
• Proven Tier 2 troubleshooting capability
• Strong experience supporting Windows, macOS, and Microsoft 365
• Comfort working onsite every day
• Clear communication skills and a strong customer-service mindset
• A desire to grow into higher-level technical responsibilities

Preferred Skills

• Exposure to Azure or hybrid environments
• Experience supporting multiple customers or environments
• Interest in scripting, automation, or systems administration
• IT certifications or active progress toward them

How You Work

• You take ownership and see issues through to resolution
• You learn from problems instead of just closing tickets
• You value documentation, consistency, and reliability
• You care about customer trust and long-term relationships
• You're looking to build a career, not just hold a role

Compensation

• Expected Pay: $26.50-$29 Hourly DOE
• The above represents the expected compensation range for this job requisition. Ultimately, in determining pay, we'll consider location, experience, and other job-related factors.

Our compensation structure is designed to recognize performance, drive growth, and align personal success with company success. When you contribute to the company's success, you share in that success - creating a culture that rewards innovation, accountability, and excellence through performance-based compensation.

Benefits

At Bird Rock Systems, we make sure you have the support and resources to leverage and develop your skills, secure your financial future, and take care of your health and well-being. Bird Rock Systems continually seeks to provide a workplace where everyone can be their authentic self. Through Bird Rock Systems competitive benefits offerings and various training and development opportunities, we have you covered with our Benefits Program which includes:

• Medical, Dental, and Vision Insurance
• Unlimited Paid Time Off
• Paid Family Leave Benefits
• Flexible Spending Accounts
• Pet Insurance
• Employee Assistance Program
• 100% Employer-Paid Life & AD&D Insurance, Short- and Long-Term Disability Insurance
• Monthly Wellness Reimbursement
• Cell Phone Reimbursement