Remote Tier 1 Cloud Help Desk Technician

Phoenix Staff, Inc.; Phoenix (AZ); On-site; USD 34,000 - 40,000; Part time

Job summary

Phoenix Staff, Inc. seeks a Tier 1 Cloud System Administrator in Phoenix, AZ for a contract-to-hire role.

You will provide frontline support for end users and technology environments, handling workstations, applications, printers, and user accounts, while documenting issues and escalating complex problems. You will assist users in virtual environments (Microsoft, Citrix, VMware), troubleshoot connectivity and basic server issues, and maintain accurate incident records.

Qualifications

• 1–2 years of IT support or help desk experience.
• Foundational knowledge of Windows desktop OS and Microsoft technologies.
• Familiarity with TCP/IP, VPN, LAN/WAN networking.
• Exposure to virtual/cloud environments (Microsoft, Citrix, VMware).
• Strong customer service and communication skills.
• Ability to document requests clearly and escalate when needed.
• Ability to manage multiple tickets in a fast-paced environment.
• Self-motivated with ability to follow procedures.

Responsibilities

• Provide Tier 1 support for workstations, printers, applications, user accounts, connectivity, and other common technology issues.
• Troubleshoot basic technical issues affecting core business applications and Microsoft-based environments.
• Assist users working within virtual environments, including Microsoft, Citrix, and VMware technologies.
• Support common Windows workstation and basic Windows Server-related issues within established procedures.
• Perform initial troubleshooting of LAN/WAN connectivity, VPN, remote access, and network-related incidents.
• Assist with routine support activities involving Microsoft technologies such as Windows Server, Exchange, SQL, and SharePoint, escalating advanced issues as appropriate.
• Provide remote and occasional onsite technical support based on customer needs.
• Identify incidents requiring advanced troubleshooting and elevate them to Tier 2, Tier 3, or other appropriate technical resources.
• Follow established procedures for supporting backup and disaster recovery environments.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and relevant system information.
• Keep customers informed regarding ticket status, expected next steps, planned changes, and service interruptions.
• Work through assigned service requests according to established scheduling and dispatch processes.
• Follow documented technical procedures and contribute updates to support documentation when appropriate.

Skills

IT support

Windows knowledge

Networking basics

Cloud/virtual exposure

Escalation ability

Documentation

Multi-ticket handling

Self-motivation

Education

Associate or Bachelor’s in CS/IT

Tools

ConnectWise

Job description

Phoenix Staff, Inc. seeks a Tier 1 Cloud System Administrator in Phoenix, AZ for a contract-to-hire role.

You will provide frontline support for end users and technology environments, handling workstations, applications, printers, and user accounts, while documenting issues and escalating complex problems. You will assist users in virtual environments (Microsoft, Citrix, VMware), troubleshoot connectivity and basic server issues, and maintain accurate incident records.