SUMMARY:
The Helpdesk Technician 1 serves as the first point of contact for end users, providing friendly and timely support for hardware, software, network, printer, mobile device, account access, and business application issues. This role accurately documents, prioritizes, resolves, or escalates incidents and service requests while maintaining ticket notes, meeting SLAs, and contributing to the IT knowledge base. The position also supports hardware imaging, deployment, workstation setup, asset tracking, onboarding/offboarding, and ongoing IT projects.
ESSENTIAL JOB FUNCTIONS:
Help Desk Support
- Serve as the first point of contact for end users via phone, email, chat, ticketing system, and walk-ups.
- Provide friendly, professional, and timely customer service on every interaction.
- Troubleshoot and resolve hardware, software, network, printer, mobile device, and account-related issues.
- Perform password resets, account unlocks, and access permissionn changes in Active Directory and Microsoft 365.
- Install, configure, and update business applications, drivers, and operating system patches.
- Support remote and on-site users, including conference room A/V and video conferencing tools (Zoom, Teams, Webex).
- Provide basic end-user training and guidance on company-supported tools and best practices.
- Occasional travel to client job sites may be required.
Ticketing & Documentation
- Accurately log, categorize, and prioritize all incidents and service requests in the ticketing system.
- Triage incoming tickets and assign appropriate priority based on impact and urgency.
- Maintain detailed ticket notes capturing troubleshooting steps, root cause, and resolution.
- Meet or exceed established response time and resolution SLAs.
- Follow up with users to confirm resolution and ensure tickets are closed with proper documentation.
- Escalate complex or out-of-scope issues to Level 2/3 engineers with complete context and follow through to resolution.
- Contribute to and maintain the IT knowledge base with how-to articles, FAQs, and standard operating procedures.
- Identify recurring issues and recommend process or knowledge base improvements.
- Hardware & Deployment.
- Image, configure, and deploy desktops, laptops, monitors, printers, and peripherals.
- Set up, relocate, and break down workstations, including lifting and moving equipment as needed.
- Maintain accurate hardware inventory and asset tracking records.
- Assist with onboarding and offboarding, including hardware and account provisioning and deprovisioning.
- Support ongoing IT projects, refreshes, and process improvement initiatives.
- Other duties as assigned.
QUALIFICATIONS:
Required Qualifications
- High School diploma or GED, required.
- 6 months to 1 year of prior help desk or IT support experience.
- Strong troubleshooting foundation across Windows operating systems, and common business applications.
- Hands-on experience with a ticketing system (ServiceNow, Jira Service Management, Freshservice, Zendesk, Autotask, Connectwise or similar) and an understanding of SLAs, ticket prioritization, and documentation best practices.
- Excellent verbal and written communication skills with a customer-service mindset.
- Ability to prioritize, manage multiple tickets, and follow through on commitments.
- Eagerness to learn new technologies and grow into a broader IT career.
- Valid AZ Driver's License and reliable transportation.
Preferred Qualifications but not required
- Have built home lab, can troubleshoot home computer and resolve problems using resources available to you.
- Exposure to networking concepts (DNS, DHCP, TCP/IP, VPN).
- Experience with imaging tools, MDM platforms, or remote support software.
OFFICE ENVITONMENT:
- Hours: Monday through Friday, 8:00 AM – 5:00 PM
- Dress Code: Business casual; closed-toe shoes required
- Environment: On-site, corporate office setting (Scottsdale, AZ)
PHYSICAL DEMANDS:
- Dexterity of hands to operate a computer keyboard.
- Must be able to lift up to 40 lbs. (desktops, monitors, printers, and related equipment).
- Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more.
- Must wear closed-toe shoes at all times while on-site.
- Hearing and speaking to communicate and provide information to others.
- Prolonged periods sitting at a desk and working on a computer.