Service Desk Technician I

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 the past 10 years. 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 for mobile devices including configuration and email sync.
• Troubleshoots remote access connectivity problems.
• Handles 50-60 issues per day efficiently and appropriately.
• Provides support for Microsoft Office Products (Word, Excel, PowerPoint, Office365).
• Maintains regular and punctual attendance.
• 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.
• Assists users in troubleshooting Outlook.
• Provides technical support for VPN connectivity issues.
• Assists users in adding and changing network printers.
• Provides support via phone, e-mail and chat to employees of corporate clients.
• Utilizes Active Directory database to reset network passwords.
• Provides support for Microsoft Operating Systems (Windows 7, Windows 10, Windows 11).
• Controls user’s computers utilizing remote access tools.

Qualifications

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

Other Skills And Abilities

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

Job Location
Remote if candidate residence is outside reasonable commute to Tempe, AZ.
In Office if candidate is local to the Tempe, AZ area.
Benefits

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