Tier 1 Help Desk Technician

About the role

We are looking for a Tier 1 Help Desk Technician to be the first point of contact for end‑user IT support at Next Phase Enterprises and Food Story Brands in Phoenix. You will resolve routine hardware, software and account issues, keep users informed and hand off more complex problems to senior staff.

Key responsibilities

• Respond to support requests via ticketing system, phone, email and walk‑up, documenting each interaction.
• Troubleshoot password resets, account lockouts, printer and peripheral problems, connectivity issues and basic application errors.
• Provide day‑to‑day assistance for Microsoft 365 applications such as Outlook, Teams, SharePoint and OneDrive.
• Perform identity tasks in Microsoft Entra ID (password resets, group membership, license assignment) following defined procedures.
• Image, configure and deploy desktops, laptops and mobile devices and support onboarding/off‑boarding processes.
• Follow security protocols, report phishing attempts and promote security awareness.
• Escalate issues beyond Tier 1 scope with complete documentation.
• Maintain the internal knowledge base and IT asset inventory while meeting SLA targets.

Required profile

• Minimum 1 year of help‑desk or desktop‑support experience (including strong internships or lab work).
• Working knowledge of Windows operating systems and Microsoft 365 in a business environment.
• Familiarity with Active Directory / Microsoft Entra ID fundamentals.
• Excellent written and verbal communication and a customer‑service mindset.
• Ability to work on‑site in Phoenix and lift equipment up to ~40 lb.

Required skills

• Windows OS
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Microsoft Entra ID / Active Directory basics
• Imaging and deploying Windows devices

What we offer

• Salary range $49,500‑$62,000 USD per year.
• Quarterly performance bonus.
• Medical, dental, vision, 401(k) profit sharing, vacation, holidays, floating holidays, company‑paid LTD and life insurance, sick leave.
• 15 % travel.