Service Desk Technician

Overview:

The Service Desk Technician reports to the IT Service Desk Manager and serves as a front-line member of the Global IT Service Desk team. This is an onsite position based in the Tempe, Arizona area supporting local employees as well as remote users across North America. The primary responsibility of this role is to provide exceptional technical support through phone, email, chat, walk-up, and ticket-based interactions. The technician will troubleshoot hardware, software, operating system, Microsoft 365, and identity-related issues while assisting with device deployment, office technology support, inventory management, and end-user onboarding activities.

What you will do:

Troubleshoot end-user issues related to hardware, software, operating systems, Microsoft 365, account access, printers, peripherals, and connectivity

Provide technical support through phone, email, chat, walk-up, and ticket-based interactions.

Review, triage, update, route, and assign incoming support tickets according to priority and impact.

Create and maintain process documentation, troubleshooting guides, and knowledge base articles.

Monitor and respond to support requests during assigned business hours.

Support device deployment, onboarding activities, and equipment provisioning.

Assist with inventory management, shipping, receiving, and asset tracking activities.

Support conference room technology, workstation setups, and office technology needs

Collaborate with other IT team members and participate in operational meetings.

Follow service desk processes while delivering excellent customer service and support

What we are looking for:

Required:

Educational requirements: Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience accepted in lieu of formal education.

Years of experience: 2+ years of experience in a Service Desk, Help Desk, IT Support, Desktop Support, or related technical support role.

Years of experience needed with specific skills: 2+ years supporting Windows operating systems, Microsoft 365 applications, hardware, software, and user account administration

Specific technical or software skills required:   Microsoft Windows    Microsoft 365    Active Directory    Microsoft Entra ID (Azure AD)    Hardware and software troubleshooting    Remote support tools (TeamViewer, BeyondTrust, Quick Assist, or similar)    Printer, laptop, desktop, and peripheral support, Mac and iOS knowledge

Necessary certifications None required

Travel is required: No

Additional Requirements

Strong customer service and communication skills.

Strong documentation and problem-solving abilities.

Ability to prioritize multiple requests in a fast-paced environment.

Ability to participate in an on-call rotation when required.

Ability to safely move and install IT equipment weighing 25-50 pounds.

AI Skills/Knowledge:

Experience using Microsoft Copilot, ChatGPT, or similar AI tools to improve productivity and troubleshooting efficiency

Ability to create clear prompts and leverage AI tools for documentation, knowledge management, and end-user support.

Understanding of responsible AI usage, data privacy, and security best practices.

Familiarity with using AI to summarize tickets, generate knowledge articles, and streamline support workflows.

Preferred Skills (a plus but not required):

Experience supporting Microsoft Intune, Autopilot, and modern device management environments.

Experience administering Microsoft Entra ID (Azure AD), group management, and identity-related troubleshooting.

Knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity troubleshooting.

Experience supporting conference room technology, audiovisual equipment, and office collaboration tools

Experience with IT asset management, inventory control, equipment deployment, shipping, and receiving processes.

Familiarity with ticketing platforms such as Jira Service Management, ServiceNow, Freshservice, or similar ITSM tools.

Experience supporting macOS devices in a corporate environment.

Working knowledge of PowerShell or other scripting tools used for basic automation and administration.

Experience supporting hybrid workforce environments including remote users across multiple locations.

Familiarity with Microsoft Copilot, AI-assisted troubleshooting tools, and knowledge management platforms.

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