Information Technology Help Desk - L1 (East Coast Support)

Level 1 Help Desk Support Technician (East Coast Support)

Location: Phoenix, AZ (Fully onsite to start, then hybrid – North Central Phoenix HQ)

Position Type: Full-Time, Temp-to-Perm (Up to a 3-month trial period prior to direct full-time conversion)

Schedule: Monday through Friday, 5:00 AM – 2:00 PM (shifts to 6am to 3pm for daylight savings)

Target Compensation: $18.00 – $23.00 / hour (Based on experience and technical certifications)

Position Overview

We are seeking a highly motivated, customer-centric Level 1 Help Desk Support Technician to join our centralized support team at our North Central Phoenix headquarters. This role serves as the critical first line of defense for incoming technical requests across a fast-paced, multi-tenant corporate environment.

The ideal candidate possesses strong foundational troubleshooting skills, a high level of accountability, and an exceptional customer care philosophy. We prioritize a patient, empathetic, and low-ego approach to technical support, ensuring that our end-users receive process-driven assistance modeled on professional enterprise structures.

Core Responsibilities

• First-Contact Triage: Serve as the initial point of contact for users requesting technical assistance via phone, email, or ticketing portal, managing and resolving a high volume of comprehensive end-user issues daily.
• Incident Lifecycle Tracking: Log, categorize, and document all technical interactions thoroughly within the centralized enterprise ticketing system, ensuring strict compliance with established service level agreements (SLAs).
• Endpoint Troubleshooting: Diagnose and resolve Tier 1 hardware, operating system, peripheral, and software issues for desktops, laptops, remote desktop sessions, and mobile devices (Windows 10/11 environment).
• Identity & Access Management: Execute standard user lifecycle infrastructure operations, including Active Directory/Entra ID password resets, account lockouts, multi-factor authentication (MFA) resets, and security permission updates.
• Remote Connectivity Support: Provide basic network troubleshooting and remote access assistance, guiding distributed users through corporate VPN setups and local connectivity challenges.
• Process Adherence: Strictly follow established Standard Operating Procedures (SOPs) and standard checklists to maintain data integrity, security compliance, and workflow uniformity across all user environments.

Required Technical Competencies & Skills

• Operating Systems: Direct experience configuring, maintaining, and troubleshooting Windows 10/11 and standard enterprise office applications.
• Directory Services: Foundational knowledge of Active Directory administration (managing user objects, security groups, and password policies).
• Ticketing & CRM Fluency: Familiarity with modern service management platforms and ticketing systems (e.g., Salesforce, ServiceNow, ConnectWise, or Jira).
• Basic Networking: Clear conceptual understanding of foundational networking protocols (TCP/IP, local subnetting, DNS, and secure wireless connectivity).
• Hardware Proficiency: Practical ability to diagnose, wire, and configure endpoint hardware components, including laptops, dual monitor arrays, and general office peripherals.

Qualifications & Requirements

• Experience: 1–3 years of hands-on experience in a corporate call center, technical support desk, or structured corporate IT environment.
• Education & Training: Formal technical training program completion (such as an IT support boot camp or vocational training) is highly preferred.
• Certifications: Industry-standard foundational credentials (e.g., CompTIA A+, Network+, Security+, or Microsoft Azure Fundamentals) are highly valued.
• Communication Philosophy: Superb verbal and written communication skills, with a proven ability to translate component analytics into clear, low-ego, actionable guidance for non-technical users.
• Attendance Consistency: Dependable, punctual, and fully prepared to operate from the North Central Phoenix HQ five days per week to support the daytime business workflow loop.