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# IT Helpdesk Technician

- **Company:** Roberts Resorts & Communities
- **Location:** Scottsdale, AZ, United States
- **Experience:** Starter
- **Contract:** Temporary contract
- **Skills:** Microsoft Access, Microsoft Word, Microsoft Excel, Microsoft Windows, Microsoft Outlook, Issue Tracking Systems, Web Portals, Network Troubleshooting, Microsoft Office, Microsoft Software, Microsoft PowerPoint, Productivity Software, Data Logging, Adobe, Information Technology, Gsuite, Cisco, Service Stack
- **Published:** June 11, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=16588335868df24e

## About the Role

Do you have experience in Productivity software support?, Do you have a High school diploma or GED?, Key Competencies: Preferred

 * Demonstrated understanding of Tier 1 support concepts, including troubleshooting methodology, root-cause analysis, change control, and escalation.
 * Familiarity with device lifecycle workflows.
 * Experience supporting Microsoft RDP in a hosted VM environment., * High School diploma or equivalent (G.E.D.) prior to being hired;
 * 1-2 years of experience with Microsoft Office (Outlook, Excel, Word, PowerPoint, Access)
 * Experience supporting remote users
 * Strong foundational PC troubleshooting skills
 * Experience troubleshooting network configuration issues
 * Strong communication, problem-solving, and customer service skills

Preferred

 * Associate's degree in Computer Science, Computer Information Systems, or related field.
 * 2+ years of experience in an IT Help Desk or technical support environment
 * Industry Certifications: CompTIA, Microsoft, Cisco, LPI, etc.
 * Experience supporting or working with retail and restaurant POS systems is a plus

## Description

The Help Desk Technician provides day-to-day technical support to our multi-location environment (approximately 25 locations) and end users, ensuring timely issue resolution and an exceptional customer experience. This role is responsible for logging, prioritizing, and tracking help desk requests, troubleshooting technical issues, and collaborating with IT team members to support ongoing operations. This is a fast-paced environment where being able to think and adapt to changes is important.

Performance Objectives

 * Provide Tier 1 support; triage, resolve, and escalate when needed.
 * Creates and updates user access and accounts for cloud-based identities including Microsoft 365, Adobe, Google Workspace and Apple Business Manager operations where applicable.
 * Displays superior documentation skills using industry standards ticketing system best practices.
 * Utilizes effective troubleshooting skills to diagnose, repair, maintain, and upgrade hardware and software.
 * Reduces repeat issues by performing effective troubleshooting, documenting fixes, and applying root-cause remediation (not just temporary workarounds).
 * May be required to travel (may include overnight stay) to various Roberts Resorts and Communities locations to perform various duties (<10%).
 * Participate in a weekly on-call rotation to provide after-hours support, ensuring timely response to critical incidents, system outages, and service disruptions.
 * Trains and guides end-users on the use of systems and applications, as appropriate.
 * Continuously expand technical knowledge, including Level 2 support tasks and PC troubleshooting
 * Collaborate with senior help desk staff to learn and apply new support procedures
 * Maintains regular and consistent in-person attendance.

Core Technology Stack:

 * Microsoft 365 (primary stack)
 * Google Workspace
 * Apple Business Manager
 * Adobe
 * Rent Manager (Accounting) (Hosted RDP Environment as well as a Web Portal)
 * Newbook (Reservations)


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