Cloaked The Helpdesk Analyst at Cloaked provides Tier 1 technical support, troubleshooting hardware, software, and network issues for users. This role involves ticket management, user communication, and documentation with opportunities for growth.
Responsibilities
You're the first person our users talk to when something's broken. Password resets, laptops that won't wake up, printers that hate Mondays, "my email is doing a weird thing" — that's the job. Some of it is routine. Some of it is a genuine mystery. All of it matters to the person on the other end of the ticket.
This is a Tier 1 role with room to grow. If you like solving problems, learning new tools, and helping people who don't share your comfort with technology, you'll do well here.
What will you do?
Work the ticket queue: intake, triage, and resolve within SLA.
Answer phones, respond to email/chat, and handle walk-ups when you're on-site.
Troubleshoot macOS, common business apps, and basic network issues (Wi-Fi, VPN, "the internet is down for just me").
