IT Help Desk Technician Level 1-2

• Troubleshoot Windows desktops and laptops, Microsoft 365 applications, email, printers, peripherals, and everyday software issues.
• Diagnose hardware problems, perform repairs or coordinate replacements, and set up computers, monitors, docking stations, and other equipment.
• Assist with user onboarding and offboarding, password resets, account access, and multifactor authentication using established procedures.
• Troubleshoot basic connectivity issues involving Wi-Fi, Ethernet, DNS, DHCP, and VPN connections.
• Communicate directly with end users, business owners, and executives. Explain technical issues clearly, set expectations, and provide timely updates.
• Prioritize tickets based on urgency and business impact, maintain accurate notes and time entries, and follow issues through to resolution.
• Escalate issues that require additional expertise and work with senior engineers while continuing to learn.
• Follow security procedures, protect client information, and contribute clear troubleshooting notes and knowledge base documentation., We provide managed IT services, cybersecurity, cloud solutions, VoIP communications, and office technology to businesses throughout Arizona and beyond. Our team helps clients keep their technology reliable, secure, and ready to support their daily operations.

MSP experience is helpful, but it is not required. We also welcome candidates starting their IT careers who can demonstrate practical skills through a home lab, personal projects, computer repair, technical coursework, or similar hands-on experience. We value troubleshooting ability, professionalism, curiosity, and a willingness to learn., * Hands-on experience troubleshooting computers, operating systems, software, and basic networks through work, a home lab, or personal technical projects.

• A professional, patient customer service approach and confidence working directly with customers, including executives and business owners.
• Clear verbal and written communication, with the ability to explain technical information to people with different levels of technical knowledge.
• The ability to stay organized, manage competing priorities, and adapt as new tickets arrive in a busy help desk environment.
• A methodical approach to troubleshooting, sound judgment about when to ask for help, and ownership of assigned work.
• A willingness to learn, accept feedback, collaborate with teammates, and work in our Tempe office.

Helpful experience but not required

• Previous MSP, help desk, desktop support, computer repair, or other customer service experience.
• Exposure to Microsoft 365, Google Workspace, Active Directory, Microsoft Entra ID, or Windows Server.
• Familiarity with ticketing systems, remote monitoring and management tools, endpoint security, or VoIP phone systems.
• CompTIA A+, Network+, Microsoft certifications, or related coursework. A degree or certification is not required if you can demonstrate relevant practical skills., MSP help desk or technical support
• Internal IT help desk or desktop support
• Computer repair or other professional technical work
• Home lab, personal projects, or technical coursework
• No hands-on technical experience yet
• Tell us about a home lab, technical project, certification, or skill you have worked on independently. What did you learn?
• What interests you about working for a managed service provider (MSP), where you’ll support multiple businesses, work with different technologies, and balance incoming customer requests? What appeals to you, and what do you think would be the biggest adjustment?
• This position occasionally involves installing computers and network equipment, working from a stepladder to access ceiling-mounted equipment or cabling, and bending or kneeling to connect equipment beneath desks. Can you perform these duties safely, with or without reasonable accommodation?
• Tell us about any hands-on experience installing equipment, assembling computers, running cables, using basic tools, or working from ladders. Examples from work or personal projects are welcome.
• Do you currently reside in Arizona?

Annual salary is $45,000-$55,000, depending on experience. Benefits include health, dental, and vision coverage, paid time off, and paid training. You will gain exposure to a variety of client environments and work alongside experienced technical staff. As your skills develop, there are opportunities to take on more advanced support, networking, cloud, and cybersecurity responsibilities., * Dental insurance

• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance