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Remote Tier 1 Helpdesk Jobs in California (NOW HIRING)

Viasat, Inc.

Service Delivery Tier 2 Rep

Carlsbad, CA · On-site +1

$78K - $117K/yr

About us One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to ... For more than 35 years, Viasat has helped shape how consumers, businesses, governments and ...

Calendly

Staff Product Manager, Engagement

San Francisco, CA · On-site +1

$237K - $300K/yr

... remote work location, or the onsite building location if hybrid, to determine which metropolitan pay range we use. Current geographic zones are as follows: * Tier 1: San Francisco, CA, San Jose, CA ...

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All JobsTier 1 Helpdesk JobsRemote Tier 1 Helpdesk JobsRemote Tier 1 Helpdesk Jobs in California

Remote Tier 1 Helpdesk information

What is a remote tier 1 helpdesk?

A Remote Tier 1 Helpdesk is the first point of contact for customers or employees seeking technical support, and the work is performed remotely, often from home or another offsite location. Tier 1 professionals handle basic IT issues such as password resets, software installation, and troubleshooting common technical problems. They gather information, provide solutions, and may escalate more complex issues to higher support tiers. Their goal is to resolve issues efficiently to ensure user satisfaction and maintain smooth business operations.

What are the key skills and qualifications needed to thrive as a remote tier 1 helpdesk?

To thrive as a Remote Tier 1 Helpdesk professional, you need a solid understanding of basic IT troubleshooting, customer service principles, and often a relevant certification such as CompTIA A+. Familiarity with ticketing systems (like Zendesk or ServiceNow), remote desktop tools, and basic networking concepts is typically required. Strong communication, patience, and problem-solving abilities help you effectively assist users and de-escalate issues. These skills ensure efficient issue resolution, positive user experiences, and smooth IT operations within an organization.

What are some common challenges faced by remote tier 1 helpdesk professionals, and how can they be managed?

Remote Tier 1 Helpdesk professionals often encounter challenges such as managing high volumes of support tickets, troubleshooting issues without physical access to devices, and communicating effectively with users of varying technical skills. To manage these, it's important to develop strong written communication skills, use remote support tools efficiently, and prioritize tasks based on urgency and impact. Collaborating closely with team members through chat platforms and regularly updating documentation can also help streamline workflows and ensure consistent support for end-users.

What is the difference between Remote Tier 1 Helpdesk vs Remote Technical Support Specialist?

AspectRemote Tier 1 HelpdeskRemote Technical Support Specialist
CertificationsCompTIA A+, HDI Customer ServiceCompTIA A+, Network+, Microsoft Certified
Work EnvironmentHelpdesk ticketing systems, customer callsAdvanced troubleshooting, remote access tools
Industry UsageIT support, customer serviceIT, software/hardware support
Search IntentBasic troubleshooting, first-level supportComplex issues, second-level support

Remote Tier 1 Helpdesk roles focus on initial customer support and basic troubleshooting, often requiring certifications like CompTIA A+. Remote Technical Support Specialists handle more complex technical issues, with additional certifications and technical skills. While both roles support IT environments remotely, the Specialist position involves deeper technical knowledge and problem-solving.

What are the most commonly searched types of Tier 1 Helpdesk jobs in California?

The most popular types of Tier 1 Helpdesk jobs in California are:

What are popular job titles related to Remote Tier 1 Helpdesk jobs in California?

For Remote Tier 1 Helpdesk jobs in California, the most frequently searched job titles are:

What job categories do people searching Remote Tier 1 Helpdesk jobs in California look for?

The top searched job categories for Remote Tier 1 Helpdesk jobs in California are:

What cities in California are hiring for Remote Tier 1 Helpdesk jobs?

Cities in California with the most Remote Tier 1 Helpdesk job openings:

Remote Tier 1 Helpdesk jobs near you
Infographic showing various Remote Tier 1 Helpdesk job openings in California as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% Remote job distribution.

Service Delivery Tier 2 Rep

Viasat, Inc.

Carlsbad, CA • On-site, Remote

$78K - $117K/yr

Full-time

Re-posted 23 days ago

Viasat rating

7.0

Company rating: 7.0 out of 10

Based on 12 frontline employees who took The Breakroom Quiz

69th of 101 rated telecommunications companies

Job description

About us
One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
The People Solutions Delivery & Design team strives to make it easier to work at Viasat by delivering responsive, end-to-end support and ensuring every question is guided to the right place and owned through resolution. We expand and maintain clear knowledge resources, identify gaps, and proactively strengthen workflows and tools to create simpler, more seamless employee experiences across the lifecycle.
Tier 2 resolves higher-complexity cases end-to-end within their region while shaping scalable, harmonized processes that elevate Tier 1 effectiveness and the overall employee experience.
The day-to-day
Working within our PB&C Operations team and reporting to the Leader, PB&C Solutions Delivery & Design, in this role you will:
Tier 2 Support & Case Management
  • Manage sensitive and complex Tier 2 HR cases requiring specialized attention, including ADA accommodation requests and end-to-end offboarding support.
  • Serve as an approver and executor of escalated Workday lifecycle tasks, including status changes, onboarding/offboarding actions, regional requirements, and case escalations
  • Own escalated cases requiring regional understanding, judgment, or subject-matter depth - only escalating to internal SMEs when Tier 2 resolution is not achievable.

Employee Lifecycle & HRIS Transactions
  • Maintain accurate, timely, and compliant HRIS records for employees within the region, ensuring consistency for organizational adjustments, compensation changes, LOA updates, and other lifecycle data
  • Support remaining onboarding tasks for the region, ensuring new hires complete required steps and receive clear guidance through the process
  • Host welcome meetings with new hires to provide regional onboarding support, answer questions, and ensure a seamless start experience
  • Prepare employee change letters in a timely and compliant manner, ensuring accurate reflection of employment actions
  • Manage leaver and offboarding activities, including generating offboarding documentation and ensuring all system and process steps are completed

Knowledge Management & Continuous Improvement
  • Create, update, and maintain Tier 2 knowledge articles, ensuring complex topics are translated into clear, accurate, employee-ready instructions.
  • Identify opportunities to simplify or harmonize lifecycle workflows across systems and regions
  • Participate in regional and global projects related to lifecycle workflows, operational maturity, systems integration, or process alignment.
  • Support efforts to shift transactions downstream to the Employee Service Center by documenting processes, closing knowledge gaps, and identifying opportunities for automation or workflow redesign, partnering with Tier 1 team members.

What you'll need
  • 1-2 years of HR operations, case management, or employee lifecycle support experience (or equivalent HR functional experience)
  • Strong problem-solving ability and comfort navigating complex or sensitive employee situations
  • Excellent communication skills with the ability to explain process-heavy or policy-driven topics clearly
  • Strong attention to detail, especially in Workday transactions and documentation
  • Ability to work with discretion when handling confidential or highly sensitive information
  • Ability to prioritize across multiple concurrent cases or deadlines
  • Proficiency with Workday (or similar HRIS), Microsoft Office, and general HR tools

What will help you on the job
  • Experience supporting Tier 2 HR functions (offboarding, accommodations, escalated case work)
  • Familiarity with Workday business processes, routing, approvals, or troubleshooting
  • Experience working in a regionalized or global HR operating model
  • Previous involvement in process documentation or workflow improvement
  • Experience with ServiceNow case management

Salary range
$63,000.00 - $99,500.00 / annually.For specific work locations within San Jose, the San Francisco Bay area and New York City metropolitan area, the base pay range for this role is $78,500.00- $117,500.00/ annually
At Viasat, we consider many factors when it comes to compensation, including the scope of the position as well as your background and experience. Base pay may vary depending on job-related knowledge, skills, and experience. Additional cash or stock incentives may be provided as part of the compensation package, in addition to a range of medical, financial, and/or other benefits, dependent on the position offered. Learn more about Viasat's comprehensive benefit offerings that are focused on your holistic health and wellness at https://careers.viasat.com/benefits.
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.

What Viasat employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

ViaSat logo

About ViaSat

Sourced by ZipRecruiter

At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate.

Industry

Telecommunications

Company size

5,001 - 10,000 Employees

Headquarters location

Carlsbad, CA, US

Year founded

1986

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