Service Desk Technician I

IT1; Phoenix (AZ); On-site; USD 40,000 - 56,000; Full time

Benefits offered by this job

Health Insurance

Vision Insurance

Dental Insurance

Life Insurance

Paid Vacation

Paid Holidays

401K Plan with company match

In-house fitness center

Job summary

iT1 in Tempe, AZ is looking for a Service Desk Technician I to join our team. The role focuses on professional support to corporate clients via phone, email, and chat, troubleshooting Outlook and Windows, and ensuring uptime of critical services.

You will interact with diverse clients daily, logging and resolving issues using AutoTask, Active Directory, and Office 365, while maintaining thorough documentation and strong customer-service skills.

Qualifications

• 1–3 years' experience in a call center or service desk environment.
• Proficient with Windows 7/10/11 and Office 365 products.
• Experience using Active Directory for password resets and user provisioning.
• Strong troubleshooting and documentation skills.

Responsibilities

• Provide support via phone, email, and chat to corporate clients.
• Troubleshoot Outlook and Microsoft OS issues.
• Assist with VPN connectivity and remote access problems.
• Log and track issues in AutoTask or other ticketing systems.

Skills

Customer service mindset

Troubleshooting

Communication skills

Multi-tasking

Time management

Documentation skills

Education

High School Diploma/GED

Tools

AutoTask

Active Directory

Office 365

VPN

Remote access tools

Job description

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a motivated Service Desk Technician I to join our Service Desk team. iT1 has been recognized by the Phoenix Business Journal's \"Best Places to Work\" in Arizona for over a decade. This is a testament to the great team and culture we have here at iT1!

The Service Desk Technician I is responsible for providing professional and excellent Service Desk Support. A strong customer service mindset, and strong work ethic with good communication skills are the key to succeeding in this role. Our Managed Services team is the forefront of our services organization, and this role will be required to engage with a variety of Clients daily. This person will play a key role in providing daily support to ensure Client Success and the overall uptime and performance of critical services.

Requirements

• Provides support via phone, e-mail and chat to employees of corporate clients
• Assists users in troubleshooting Outlook
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11)
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365)
• Provides support for mobile devices including configuration and email sync
• Handles 50-60 issues per day efficiently and appropriately
• Maintains regular and punctual attendance
• Utilizes Active Directory database to reset network passwords
• Assists users in adding and changing network printers
• Provides technical support for VPN connectivity issues
• Controls user's computers utilizing remote access tools
• Troubleshoots remote access connectivity problems
• Demonstrates and actively promotes an understanding and commitment to the mission of iT1 through performing behaviors consistent with the organization's values
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of iT1 in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors
• Supports and conducts self in a manner consistent with client service expectations

Qualifications

• 1-3 years' experience in call center or service desk environment
• Knowledge of various PC hardware and software applications including: Operating Systems: Windows 7, Windows 10, and Windows 11
• Office 365 Support
• User creations/terminations (tasks/requests)
• End-user self-service tools
• Cloud support - multiple device data syncing
• AutoTask or other ticketing systems
• Word, Excel, PowerPoint, Office365, Outlook, Lotus Notes, etc
• Internet Service Provider (ISP), Cable Modem, and Internet Support
• Effective troubleshooting and documentation skills
• Experience navigating a knowledgebase
• Proficient use of Microsoft Office applications
• IT troubleshooting
• Strong organization, time management, and prioritizing skills
• Completed High School Diploma/GED

Other Skills and Abilities

• Strong technical and client interaction skills
• Self-starter with excellent organizational, administrative and interpersonal skills
• Ability to follow through with tasks, projects, and troubleshooting with minimal supervision
• Excellent oral, written, technical, and business communication skills
• Ability to multi-task and work in fast paced environment

Physical Demands

• Sit at a computer for 8 hours per day
• Keyboarding for 8 hours per day
• Near Vision (working with small objects or reading small print)
• Speaking (communicating information to clients / coworkers)
• Hearing Requirements (In person speech, telephone, other sounds)

Job Location

Onsite at our Tempe HQ Monday-Friday

Benefits

• Insurance: Health Insurance, Vision, Dental, and Life Insurance
• Leave and Holidays: Paid Vacation, Paid Holidays
• Retirement: 401K Plan with company match (eligible after 1 year of employment)
• In-house fitness center