Service Desk Technician I

IT1; Tempe (AZ); On-site; USD 42,000 - 54,000; 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, a leading national technology solution provider headquartered in Tempe, AZ, is seeking a motivated Service Desk Technician I to join our Service Desk team. You will support employees of corporate clients via phone, email, and chat, troubleshoot Outlook and Windows OS, and help maintain uptime for critical services.

The role emphasizes customer service, rapid issue resolution, and documenting solutions in our knowledge base.

Qualifications

• Experience in a call center or service desk environment.
• Strong troubleshooting and documentation skills.
• Proficient with Microsoft Office and Windows OS.
• Familiarity with Active Directory and VPN.
• Excellent customer service mindset.

Responsibilities

• Provide multi-channel support to corporate clients.
• Troubleshoot Outlook and Office apps.
• Assist with password resets via Active Directory.
• Configure printers and network devices.
• Track and document issues in a ticketing system.

Skills

Customer support

Windows OS

Office 365

VPN support

Printer setup

Remote access

Active Directory

Troubleshooting

Documentation

Time management

Communication

Education

High School Diploma/GED

1–3 years in service desk

Tools

AutoTask

Ticketing systems

Remote desktop tools

Knowledgebase

Lotus Notes

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 position at the headquarters office location in Tempe, AZ. Monday-Friday, 8:00am-5:30pm AZ.

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