Service Desk Technician

Aleracare; Phoenix (AZ); Hybrid; USD 42,000 - 60,000; Full time

Benefits offered by this job

401(k) Matching

Health, Vision, and Dental Insurance

20+ days PTO

Job summary

Aleracare in Phoenix, Arizona is seeking a Service Desk Technician to deliver frontline IT support in a hybrid environment. This role is ideal for entry-level professionals looking to build foundational skills in a fast-paced, service-oriented setting.

You will troubleshoot Windows/macOS, manage incidents, and collaborate with IT to ensure timely resolutions and quality user experiences. Prior customer service exposure is a plus.

Qualifications

• Minimum: High school diploma or GED; relevant training or certifications preferred.
• Preferred: Associate’s or Bachelor’s degree in Computer Science, Information Technology, or Information Systems.
• 1–2 years of experience in a help desk or customer service role; entry-level candidates encouraged to apply.

Responsibilities

• Troubleshoot Windows/macOS, hardware, software, networking, and peripherals.
• Provide support via phone, Teams, email, remote tools, or in person.
• Log, track, and manage incidents with the ticketing system.
• Escalate issues to Tier 2/3 with thorough documentation.
• Collaborate with IT team to support service desk goals.

Skills

Windows/macOS basics

Microsoft 365

Hardware & networking basics

Structured troubleshooting

Education

High school diploma or GED

Associate/Bachelor in CS/IT/IS

Job description

Service Desk Technician

Aleracare Phoenix, Arizona, United States

About this position

About Pure Infusion

Pure Infusion is a leading healthcare infusion services company providing high-quality, patient-centered infusion therapy across multiple clinic locations. We have been recognized as the fastest-growing company in Utah fortwo years in a row as of October 2025. Born from the merger of Pure Infusion Suites and Aleracare, we are building a unified organization grounded in a strong culture of excellence, accountability, and genuine care for patients and employees alike. Headquartered in Salt Lake City, Utah, with operations spanning multiple states, we are in a pivotal stage of growth and integration andwe’relooking for people who want to help shape what comes next.

If you’ve been looking for a healthcare position that truly allows you to love on, personally care for, and intentionally work with patients without the chaos of traditional healthcare systems, then Pure is likely what you have been waiting for, we hope you’ll keep reading.

OUR CORE VALUES

We live by four core values that define our culture and guide our hiring:

• People-obsessed
• Relentlessly Improving
• Innovators
• Grateful

In addition to a competitive rates, we offer the following benefits:

• 401(k) Matching
• Health, Vision, and Dental Insurance
• Over 20 days of paid time off annually

Summary/Objective:

The Service Desk Technician I serves as the primary point of contact for end-user IT support. This Tier 1 role focuses on resolving common technical issues, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for entry-level to early-career professionals seeking to build foundational IT support skills in a fast-paced, service-oriented environment.

Essential Functions: (These are the required duties and responsibilities)

Technical Support:

• Troubleshoot and resolve issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).
• Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.

Incident Management & Ticket Management:

• Answer, log, track, and manage incidents and service requests using the ticketing system.
• Prioritize requests according to defined service levels and business impact.
• Maintain clear, accurate, and concise ticket documentation.
• Confirm issue resolution with users prior to ticket closure.

User & Device Administration

• Perform password resets, account unlocks, account creation, and basic permission changes using Active Directory or similar identity management tools.
• Assistwith workstation setup, hardware troubleshooting, and standard software installations.

Documentation & Knowledge Management:

• Creating and updating knowledge base articles and documentation for recurring issues.
• Identifyissues outside Tier 1 scope and basic permission changes using Active Directory or similar identity management tools.
• Collaborate with IT team members to support service desk goals and continuous improvement.

Escalation & Collaboration

• Identifyissues outside Tier 1 scope and escalation to Tier 2 or Tier 3 teams with thorough documentation of troubleshooting steps already taken.
• Collaborate with IT team members to support service desk goals and continuous improvement.

Required Skills & Abilities:

Technical & Problem Solving:

• Basic knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365, email platforms, and common business applications.
• Fundamental understanding of hardware, peripherals, and basic networking concepts.
• Ability to follow structured troubleshooting processes and think analytically.

Customer Service & Communication:

• Strong verbal and written communication skills.
• Ability to explain technical concepts inclear, user-friendly language.
• Patient, service-oriented approach with a focus on user satisfaction.

Organize & Work Style

• Strong attention to detail, particularly in ticket documentation.
• Ability to manage and prioritize multiple requests in a fast-paced environment.
• Ability to work effectively both independently and as part of a team.

Experience:

• 1–2 years of experience in a help desk, service desk, technical support, or customer service role preferred.
• Entry-level candidates with strong customer service skills and technical aptitude are encouraged to apply.

Education & Certifications

• Minimum:High school diploma or GED; relevant training orcertificationspreferred.
• Preferred:Associate’s orBachelor’s degree in Computer Science, Information Technology, or Information Systems.

Common Certifications (Preferred):

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL Foundation

Work Environment & Physical Demands:

• Hybrid work environment with prolonged periods of sitting and computer use.
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