Help Desk Technician-Entry Level

The Help Desk Technician role provides Tier 1 support for computer systems, software, and hardware, combining technical troubleshooting with responsive customer service for internal users. The position is based onsite in Scottsdale, AZ.

Role Overview

This position supports help desk operations by monitoring and managing support requests, diagnosing technical issues, and delivering timely resolutions or escalations. Support is provided through phone, email, and chat, with an emphasis on using critical thinking and internal knowledge bases to keep incidents moving efficiently.

Key Responsibilities

• Monitor, prioritize, and resolve Help Desk tickets in line with established Service Level Agreements (SLAs).
• Diagnose and troubleshoot issues involving PC hardware, software, and network environments including Local Area Network (LAN) and Wide Area Network (WAN).
• Perform routine computer optimization, run diagnostic programs, and complete system cleanups.
• Carry out standardized IT onboarding and offboarding procedures for personnel.
• Escort and collaborate with visiting vendors while maintaining facility and network security protocols.
• Document support activities thoroughly, escalate more complex issues to Tier 2/3 support, and provide regular stakeholder updates on IT events.
• Look for ways to streamline IT operations, reduce system complexity, and support organizational quality standards.

Required Qualifications

• High School Diploma or equivalent.
• 2+ years of experience in a technical help desk or service desk environment.
• Proven experience with Microsoft products and remote user support tools.
• Strong diagnostic ability for basic technical issues and the ability to prioritize critical user needs over non-urgent wants.
• Exceptional written and verbal communication skills with a customer service and follow-up focus.
• Self-motivated approach with a history of owning problems and driving them to resolution.
• CompTIA A+ and/or Network+ certifications or Microsoft certifications are highly preferred.
• Experience in a law firm, legal claims platforms, or commercial legal software is a distinct plus.

Technologies

• Microsoft products
• CompTIA A+
• CompTIA Network+
• Microsoft certifications

Benefits

• Medical, Dental, Vision
• STD, LTD, Life, Accident, Critical Illness, Long-Term Care
• Pet Insurance
• 401k and Profit Sharing
• Student Debt Retirement Savings Program
• Paid Time Off (PTO) and Paid Holidays

Physical Requirements

• Ability to safely lift, move, and transport physical IT hardware weighing up to 25–50 lbs.
• Ability to frequently bend, kneel, crouch, or crawl under desks and workspace furniture to manage physical hardware, wiring, and cabling configurations.

Travel

• 10% local travel only

Skills and Competencies

• Technical Skills (30%)
• Dependability (30%)
• Customer Service (20%)
• Problem Solving (20%)

Location and Compensation

Location: Scottsdale, AZ (onsite). Pay: USD 21 to 23 per hour.