Service Desk Technician I

Service Desk Technician I provides first-response desktop and IT support for end users across manufacturing facilities and corporate offices.

Responsibilities

• Act as the first point of contact for IT support requests and ticket intake.
• Diagnose and resolve Tier I and Tier II technical issues.
• Escalate complex problems to Systems Administrators, Engineers, or other IT teams when needed.
• Maintain complete, accurate ticket documentation in the ITSM platform.
• Handle requests in line with established Service Level Agreements (SLAs).
• Provide support for Windows workstations and common Microsoft 365 tools, including Outlook, Teams, SharePoint, and OneDrive.
• Troubleshoot and support business systems and peripherals including printers, VPN, MFA, and standard business applications.
• Install, configure, and troubleshoot hardware and software.
• Deliver both remote and onsite support as required.
• Manage identity and access tasks: create and disable user accounts, reset passwords, unlock accounts, assign Microsoft 365 licenses, and manage group memberships.
• Support onboarding and offboarding activities.
• Prepare, image, deploy, recover, and inventory laptops, desktops, mobile devices, and peripherals.
• Maintain asset tags and inventory records.
• Coordinate warranty repairs and hardware replacements.
• Support conference room systems including AV equipment, along with printers, scanners, manufacturing workstations, and shared devices.
• Assist with office moves, workstation setups, and technology deployments.
• Maintain knowledge base articles and standard operating procedures.
• Document repeatable solutions and contribute to process improvement opportunities.
• Support technology refreshes, facility expansions, hardware rollouts, inventory audits, and other IT initiatives.

Requirements

• Experience supporting Windows and Microsoft 365 environments.
• Basic knowledge of Active Directory and Microsoft Entra ID.
• Strong troubleshooting skills plus customer service and communication ability.
• Ability to prioritize multiple tasks in a fast-paced environment.

Technologies

• Windows
• Microsoft 365, Outlook, Teams, SharePoint, OneDrive
• Active Directory, Microsoft Entra ID
• VPN, MFA
• IT Service Management (ITSM), Freshservice
• Microsoft Intune, Endpoint Manager
• AV equipment

Preferred

• Experience in a manufacturing environment.
• CompTIA A+, Network+, or Microsoft certifications.
• Experience with Freshservice or another ITSM platform.
• Experience with Microsoft Intune or Endpoint Manager.

Success Metrics

• First-call resolution rate.
• SLA compliance and ticket resolution times.
• Customer satisfaction.
• Accurate and timely device deployments.
• Asset inventory accuracy.
• Quality of documentation and knowledge base contributions.

Benefits

• Medical, dental, and vision insurance
• 401(k) with company match (where applicable)
• Paid Time Off (PTO) and paid holidays
• Sick time in accordance with state and local requirements
• Company-paid life insurance and disability coverage
• Career advancement opportunities within a rapidly growing organization
• Exposure to advanced manufacturing, modular infrastructure, and large-scale industrial projects
• Collaborative, fast-paced environment with strong operational and engineering leadership
• Employee-focused culture centered on safety, quality, accountability, and continuous improvement

Location: Phoenix, AZ (onsite)

Salary: USD 23 - 27 per hourly