Service Desk Technician

Pure Infusion; Phoenix (AZ); Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

401(k) Matching

Health, Vision, and Dental Insurance

20+ days PTO

Job summary

Pure Infusion is seeking a Service Desk Technician I to be the primary contact for end-user IT support, focusing on Tier 1 resolution and user satisfaction. The role offers entry-level to early-career opportunities in a fast-paced environment.

Responsibilities include troubleshooting Windows/macOS, supporting Microsoft 365, and handling incidents via a ticketing system, with opportunities to advance to Tier 2 and gain broader IT exposure in a hybrid work setting.

Qualifications

• 1–2 years in help desk, service desk, or technical support preferred
• Entry-level candidates with strong customer service skills and technical aptitude encouraged
• Minimum: high school diploma or GED; relevant training/certifications preferred
• Familiarity with Windows and macOS, basic networking, and peripherals

Responsibilities

• Troubleshoot and resolve issues related to Windows and macOS, standard business apps, hardware, networking, and peripherals
• Provide support via phone, Teams chat, email, remote tools, or in person
• Log, track, and manage incidents using the ticketing system
• Perform password resets and basic AD tasks; assist with workstation setup
• Create and update knowledge base articles; escalate to Tier 2/3 with thorough documentation
• Follow structured troubleshooting processes and explain concepts in user-friendly language
• Maintain clear ticket documentation and prioritize requests by SLAs

Skills

Verbal and written communication

Customer service mindset

Organizational skills

Independent and team work

Troubleshooting & analytical thinking

Education

High school diploma or GED

Associate’s or Bachelor’s in CS/IT/IS

Common IT certifications (preferred)

Tools

Active Directory

Microsoft 365

Ticketing system

Job description

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 elevate 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.

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):

Work Environment & Physical Demands

• Hybrid work environment with prolonged periods of sitting and computer use.
• Must be able to lift up to 15 pounds occasionally.

Work Authorization Requirements

Authorized to work in the USA.

Equal Employement Opportunity Statement

The Company is committed to hiring a diverse and qualified workforce. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other protected status under applicable law.

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

• Opportunity to advance into Tier 2 support or specialized IT roles.
• Exposure tobroader IT systems, tools, and operational processes.

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 inUtah fortwo years in a row as of October 2025. Born from the merger of Pure Infusion Suites andAleracare, 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:

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