{"id":3652435,"url":"https://alion.io/job/cloaked-helpdesk-analyst","title":"Helpdesk Analyst","company":{"id":6534,"name":"Cloaked","domain":"cloaked.com","url":"https://alion.io/company/cloaked","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":78,"open_postings":3,"ghost_share":0,"stale_share":0.667,"repost_share":0,"time_to_fill_p50_days":60,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40,"max":47,"currency":"USD","period":"hour","gross":null,"usd_annual":94000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DNS","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"Voice Agents","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false},{"name":"Active Directory","optional":true},{"name":"ITSM","optional":true},{"name":"Microsoft Entra ID","optional":true},{"name":"PowerShell","optional":true}],"status":"closed","first_seen_at":"2026-11-02T20:15:16Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T18:20:56Z","board_verified":false,"closed_at":"2026-11-06T18:20:56Z","days_open":3,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":3},"description":"Cloaked is building a cyber expert at your side - one that watches, advises, and acts to keep you safe and private in the age of AI. 600k+ paying members already use Cloaked to take back control of their data, their identity, and who can reach them: masked emails, phone numbers, and payment cards, data removal from broker sites, and an AI voice agent that screens calls before they ring through.\nWe've protected 10M+ identities, screened 50M+ calls, and removed 1B+ records from the data brokers who profit off personal information. Backed by a $375M Series B, we're now building the agents that turn detection into action - for individuals, families, and the companies that want to protect their people.\nAbout the Role\nYou'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.\nThis 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.\nWhat will you do?\nWork the ticket queue: intake, triage, and resolve within SLA.\n\nAnswer phones, respond to email/chat, and handle walk-ups when you're on-site.\n\nTroubleshoot macOS, common business apps, and basic network issues (Wi-Fi, VPN, \"the internet is down for just me\").\n\nHandle account lifecycle tasks: password resets, group membership, license assignment, MFA re-enrollment.\n\nImage, deploy, and recover end-user hardware (laptops, desktops, monitors, peripherals, mobile devices).\n\nDocument what you fix. If you solved it twice, write the KB article.\n\nEscalate cleanly when something is over your head or your access - with enough context that the next person doesn't have to start from zero.\n\nShow up for the user. Even when the user is wrong. Especially when the user is frustrated.\n\nWhat skills and experiences will help you?\n1+ year in a customer-facing technical support role (helpdesk, MSP, retail tech support, internship, or equivalent). New grads with a strong technical foundation and demonstrable side projects will be considered.\n\nWorking knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics).\n\nBasic networking literacy: what an IP address is, what DNS does, how to tell if Wi-Fi is the problem.\n\nWriting skills that pass the \"can I understand this ticket note six months from now?\" test.\n\nPatience. Genuine, non-performative patience.\n\nWhat's nice to have?\nMacOS support experience.\n\nFamiliarity with Active Directory or Entra ID - enough to reset passwords, unlock accounts, and check group membership.\n\nExposure to an ITSM ticketing system (any of them - the vocabulary transfers).\n\nCompTIA A+, Network+, or equivalent hands-on knowledge.\n\nAny scripting exposure (PowerShell, Bash) - you don't need to be a developer, but reading a script is useful.\n\nCuriosity about the layer under the one you work at.\n\nWhat Success Looks Like\n30 days: You've cleared onboarding, know the ticketing system cold, and are resolving straightforward tickets independently.\n\n90 days: You're closing tickets within SLA consistently, contributing to the KB, and picking up more complex work.\n\n12 months: You've grown into the harder Tier 1 work, and either you're the go-to person for a specific area or you're ready to move into Tier 2 / a specialization.\n\nWhat This Job Isn't\nSitting behind a screen ignoring people. This is a people job that happens to involve computers.\n\nEndless password resets forever. We'll invest in you if you invest in the work.\n\nWhat we offer\nCloaked is a well-funded Series B startup based out of NYC.\nAlthough we are a distributed team, the NYC team operates with a hybrid model. We have two floors of our building, with two state of the art kitchens packed with drinks, snacks and everything else you'd need to get through the day.\nThe Cloaked team has diverse interests and so we frequently embark on team outings and go out for socials!\nCompensation and Benefits\nWe offer above market rate pay and equity based off of the market's best commercially available data. Your compensation will be a combination of salary, bonus and equity.\nFor full-time US employees, we offer a comprehensive benefits package: medical, dental and vision with Cloaked covering the majority of employee premiums, company-paid basic life, and a 401(k) with company match.\nWhile this role has in-person requirements, we offer flexible work arrangements and the ability to work remotely when needed. Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).\nPerks\nCompetitive PTO: PTO, floating holidays and sick days - and we push people to actually use them. We see time off as a preventative burnout measure, not a balance to hoard.\nParental Leave: Paid leave for all new parents - birth, adoption, or foster placement - because the people building privacy deserve time with their families.\nMonthly wellness & meals stipend: Used for any kind of physical, mental or emotional care you'd like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer - plus lunch and coffee during the workday.\nProfessional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund. Additionally team members are encouraged to regularly attend conferences and industry events.\nWe are really excited about having you join our mission-driven team and help us build the future of online privacy!","description_format":"text","description_chars":5773,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Gym membership","Home office","Parental leave","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Identity Management","Information Security"],"lifecycle":[{"event":"open","at":"2026-11-03T00:30:23Z"},{"event":"close","at":"2026-11-06T18:20:56Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":5,"green_card_filings_12m":0,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-11-07T07:57:00+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":null,"pay":{"stated_usd_annual":94000,"is_top_pay":true},"html_url":"https://alion.io/job/cloaked-helpdesk-analyst","json_url":"https://alion.io/job/cloaked-helpdesk-analyst.json","meta":{"generated_at":"2026-11-07T19:10:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29583,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6534},"rest":"https://alion.io/mcp/rest/get_company?id=6534"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcloaked-helpdesk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcloaked-helpdesk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcloaked-helpdesk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cloaked-helpdesk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcloaked-helpdesk-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3652435}},{"tool":"search_jobs","arguments":{"company":"cloaked.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3652435},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}