VIP Desktop Support Technician II

It1 Source LLC; Phoenix (AZ); Hybrid; USD 56,000 - 72,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Onsite Fitness Center

Paid time off

Holidays off

Job summary

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is seeking a skilled Desktop Support Technician II to join our team and serve as a trusted technology partner at client locations.

You will deliver hands-on and remote IT support, assist executive leadership and VIP users, and ensure smooth operation of conference rooms and meetings. The role blends technical expertise with a customer-first mindset in a dynamic client environment.

Qualifications

• 2–5+ years of experience in desktop or end‑user support.
• Experience supporting Windows-based environments and enterprise applications.
• Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals).
• Familiarity with IT ticketing systems (e.g., ServiceNow or similar).
• Strong customer service and communication skills.

Responsibilities

• Provide responsive, professional end-user IT support.
• Provide white-glove executive support to VIP users and leadership.
• Set up and troubleshoot conference rooms, A/V systems, and collaboration tools.
• Diagnose and resolve issues related to Windows OS, apps, and network access.
• Manage device lifecycle activities including imaging, deployment, and onboarding/offboarding.

Skills

Windows OS

End-user support

Hardware troubleshooting

IT ticketing systems

Customer service

Tools

ServiceNow

Job description

iT1, a leading national technology solution provider headquartered in Tempe, AZ, is looking for a skilled and experienced Desktop Support Technician to join our team. iT1 has been ranked as one of Arizona’s Best Places to Work for over a decade. You will be exposed to many of the top technology offerings in the market and can work with some of the most talented people in the country.

Are you passionate about technology, customer service, and creating exceptional user experiences? We're seeking a Desktop Support Technician II to serve as a trusted technology partner at one of our valued client locations. In this highly visible role, you'll represent both our organization and our client, delivering responsive, professional IT support that keeps employees productive and business operations running smoothly.

This position goes beyond traditional desktop support. You'll provide hands-on and remote technical assistance, support executive leadership and VIP users, troubleshoot critical technology issues, and ensure seamless operation of conference rooms, meetings, and special events. Success in this role requires a blend of technical expertise, professionalism, and a customer-first mindset.

The ideal candidate thrives in a client-facing environment, takes ownership of challenges, and enjoys building strong relationships with end users. If you're known for your ability to solve problems, communicate effectively, and deliver a true "white-glove" support experience, we'd love to meet you.

Join a team where you'll have the opportunity to make an immediate impact, work directly with business leaders, and serve as a key technology resource within a dynamic client environment.

Key Responsibilities

• Customer Service & End-User Support

• Provide responsive, professional, and courteous technical support to all end users

• Deliver a high-quality customer experience by communicating clearly and setting expectations

• Maintain ownership of incidents and service requests from initiation through resolution

• Ensuretimelyupdates andaccuratedocumentation within the ticketing system

• VIP / Executive Support

• Provide white-glove technical support to executive leadership and VIP users

• Anticipate and proactively address technical needs to minimize downtime

• Maintain a high degree of professionalism, discretion, and urgency when handling executive requests

• Support executive workstations, mobile devices, and conference room setups with minimal disruption

• Event & Meeting Support

• Provide technical support for meetings, conferences, andspecial events

• Set up and troubleshoot:

• Conference room technology

• Audio/visual systems

• Collaboration tools (Teams, conferencing platforms)

• Ensure smooth operation of technology during live events and quickly resolve issues as they arise

• Technical Troubleshooting (Hardware & Software)

• Diagnoseandresolveissues related to:

• Windows operating systems

• Standard business applications

• Network connectivity and user access

• Perform installation, configuration, and maintenance of desktops, laptops, and peripherals

• Troubleshoot and support:

• Printers and secure print systems

• Docking stations, monitors, and accessories

• Escalate complex issues toappropriate teamswhilemaintainingownership

• Endpoint & Device Support

• Support device lifecycle activities, including:

• Imaging and device deployment

• Hardware replacements and refresh programs

• Onboarding/offboarding setup and equipment provisioning

• Ensure endpoints are configured according to enterprise standards

• Operational Support & Documentation

• Utilize ITSM tools (e.g., ServiceNow) to manage incidents, requests, and tasks

• Maintainaccurateand complete ticket documentation for all work performed

• Follow established policies, procedures, and escalation processes

• Contribute to knowledge base articles and process documentation

Required Qualifications

• 2–5+ years of experience in desktop or end-user support
• Experience supporting Windows-based environments and enterprise applications
• Hands-on experience with hardware troubleshooting (desktops, laptops, printers, peripherals)
• Familiarity with IT ticketing systems (e.g., ServiceNow or similar)
• Strong customer service and communication skills

Preferred Qualifications

• Experience with endpoint management tools (e.g., Intune, MECM/SCCM)
• Experience supporting executive/VIP users in a corporate environment
• Relevant certifications (CompTIA A+, Network+, ITIL Foundation)
• Experience in regulated industries (e.g., financial services)

Location:

Location: Onsite — Phoenix, AZ

This is a one-year duration position.

• Medical, dental, and vision benefits with highly subsidized premiums
• Two weeks paid time off in your first year, with increasing PTO as tenure increases, and most major holidays off
• 401(k) Plan with employer match
• Onsite Fitness Center