IT Help Desk Technician – Phoenix, AZ

About the role

This position provides Tier 1 technical assistance to Passport Health’s internal staff in Phoenix. The technician will field a high volume of phone calls and Zendesk tickets, translating technical issues into clear, actionable guidance for non‑technical users while maintaining a strong customer‑first attitude.

Key responsibilities

• Serve as the first point of contact for all IT inquiries via Zendesk tickets, phone calls, and internal communications.
• Tri­age and prioritize requests, determining urgency and appropriate resolution path.
• Deliver Tier 1 support for desktop, printer, phone, and internet connectivity issues, both on‑site and remotely.
• Create user accounts, configure hardware, and support onboarding of new employees.
• Escalate and follow up on outstanding tickets to ensure timely resolution and user satisfaction.
• Participate in after‑hours or weekend support for scheduled projects as needed.

Required profile

• 1–2 years of experience in a technical help‑desk or desktop‑support role.
• Comfort handling inbound phone calls and communicating technical concepts clearly to non‑technical users.
• Strong organizational skills with the ability to manage multiple simultaneous inquiries.
• Customer‑first mindset and excellent written and verbal communication.

Required skills

• Windows operating system
• Google Collaboration Apps (Google Workspace)
• Chrome browser
• Microsoft Office suite
• Zendesk ticketing system
• Remote‑control software
• Active Directory and Group Policy Objects (GPO)
• Laptop, printer, scanner, peripheral installation and troubleshooting
• iOS and Android mobile device support
• TCP/IP and Wi‑Fi networking fundamentals
• Basic understanding of server/domain environments

What we offer

• Competitive hourly wage of $22–$24
• Full‑time schedule Wednesday‑Sunday, business‑hours required
• On‑site work in Phoenix, AZ