Tier 1 IT Support Specialist — On-Site Role

Yrefy, LLC; Phoenix (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Employer-paid medical

Dental Insurance

Vision Insurance

Life insurance

Disability insurance

401k match

Gym membership

Tuition reimbursement

Stocked kitchen

Catered Friday lunches

Job summary

Yrefy, LLC is seeking a technically adept Technical Support Specialist- Tier 1 to join the Technology team on-site in Phoenix. You will handle front-line support for internal users and customers, triage issues, and resolve common incidents while escalating complex cases as needed.

The role emphasizes clear communication, strong troubleshooting, and adherence to security practices, with shifts including early and late hours and some weekend rotation.

Qualifications

• 1+ year in customer service, helpdesk, or technical support in a tech-driven setting.
• Experience with IT service management or ticketing systems.
• Ability to troubleshoot hardware peripherals and basic network issues.
• Strong verbal and written communication for non-technical users.

Responsibilities

• Serve as primary contact for internal employees on tech/support issues via calls, tickets, email, or chat.
• Triage, classify, prioritize, and assign incoming tickets by severity and impact.
• Verify user identity before granting access or disclosing sensitive data.
• Resolve routine Tier 1 incidents on first contact (password resets, software deployment, peripherals).
• Escalate complex issues to Tier 2 or other teams with detailed notes and logs.
• Document all interactions and resolutions in the ticketing system.

Skills

Customer service

Technical knowledge

Clear communication

Problem solving

Time management

Tools

ITSM tools (Jira)

ServiceNow

Zendesk/Freshdesk

Active Directory/MFA

Job description

Yrefy, LLC is seeking a technically adept Technical Support Specialist- Tier 1 to join the Technology team on-site in Phoenix. You will handle front-line support for internal users and customers, triage issues, and resolve common incidents while escalating complex cases as needed.

The role emphasizes clear communication, strong troubleshooting, and adherence to security practices, with shifts including early and late hours and some weekend rotation.