Technical Support Specialist Tier 1 — On-Site, Fast-Growth IT

Yrefy LLC; Phoenix (AZ); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

100% Employer Paid Medical forEmployee

401k/Roth Plan 4% Match with Immediate

Dental Insurance

Vision Insurance

Company Paid Term Life Insurance

Company Paid Short-and Long-Term Disab

Voluntary Pet Discount Plan

Fully Subsidized Lifetime Gym

Student Loan Repayment

Tuition Reimbursement

Catered Friday Lunches

Stocked Kitchens

Opportunity to Work at a Fast-Growing

And More!

Job summary

Yrefy LLC in Phoenix, AZ is seeking a Technical Support Specialist- Tier 1 to join our Technology team. You will provide front-line help to customers and internal users, diagnose routine issues, document steps, and escalate complex incidents to Tier 2.

The ideal candidate is customer-focused, detail-oriented, and able to learn new applications quickly. This on-site role offers shift options and opportunities to grow within a fast-growing company.

Qualifications

• 1+ years in customer service, call-center, helpdesk or technical support in a tech environment.
• Basic understanding of user account management, password resets, and MFA tooling.
• Ability to troubleshoot hardware peripherals and basic network connectivity.
• Experience using IT service management or ticketing systems.
• Strong verbal and written communication; ability to translate technical terms for non-technical users.
• Experience with helpdesk CRM and enterprise support tools; time management and prioritization.
• Reliability with flexible scheduling and shifts.

Responsibilities

• Serve as the primary contact for internal staff seeking technical and application support via phone, ticketing portal, email, or chat.
• Triage, classify, prioritize, and assign tickets based on severity and impact.
• Verify end-user identity before disclosing sensitive information or granting access.
• Diagnose and resolve routine Tier 1 incidents; handle password/MFA resets and basic deployments.
• Escalate complex issues to Tier 2, Engineering, Product, or Operations with detailed notes.
• Monitor tickets end-to-end and provide timely updates to users.
• Identify potential outages, bugs, or security risks and report to leadership.
• Document every interaction, step taken, workaround, and resolution in the system.
• Follow knowledge articles and SOPs while contributing updates for recurring issues.
• Participate in shift handoffs to ensure continuity across coverage windows.

Skills

Customer service experience

Account management

Password resets

MFA tools

Active Directory

Network troubleshooting

Hardware peripherals

IT service management

Ticketing system

Verbal and written communication

Helpdesk software

Time management

Reliability

Tools

Jira

ServiceNow

Zendesk

Freshdesk

Job description

Yrefy LLC in Phoenix, AZ is seeking a Technical Support Specialist- Tier 1 to join our Technology team. You will provide front-line help to customers and internal users, diagnose routine issues, document steps, and escalate complex incidents to Tier 2.

The ideal candidate is customer-focused, detail-oriented, and able to learn new applications quickly. This on-site role offers shift options and opportunities to grow within a fast-growing company.