SUMMARY:
We are seeking a Level 1 Help Desk Technician to join our IT team. This is not an entry-level role - we are looking for someone with a solid troubleshooting foundation who is ready to take the next step in their IT career. You will be the first point of contact for end users, resolving technical issues across a wide range of technologies while expanding your skill set in a supportive, people-first environment.
Why Join Us
At Inventive Technologies, we treat people like people, not numbers. Our team thrives in a corporate environment that pairs the stability and resources of an established company with a culture that genuinely values its people.
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Career Growth: Jumpstart your IT career by gaining hands-on exposure to a wide range of technologies, with clear paths to Level 2, systems, network, and specialty roles.
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.Mentorship: Work alongside experienced engineers who are invested in your development
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Stability: Consistent Monday–Friday schedule.
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Perks: A corporate environment with strong benefits and the everyday perks that make work enjoyable.
Culture: A people-first team where your contributions are seen, valued, and rewarded.
ESSENTIAL JOB FUNCTIONS
Help Desk Support
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Serve as the first point of contact for end users via phone, email, chat, ticketing system, and walk-ups.
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Provide friendly, professional, and timely customer service on every interaction.
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Troubleshoot and resolve hardware, software, network, printer, mobile device, and account-related issues.
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Perform password resets, account unlocks, and access permissionn changes in Active Directory and Microsoft 365.
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Install, configure, and update business applications, drivers, and operating system patches.
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Support remote and on-site users, including conference room A/V and video conferencing tools (Zoom, Teams, Webex).
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Provide basic end-user training and guidance on company-supported tools and best practices.
TicketingDocumentation
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Accurately log, categorize, and prioritize all incidents and service requests in the ticketing system.
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Triage incoming tickets and assign appropriate priority based on impact and urgency.
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Maintain detailed ticket notes capturing troubleshooting steps, root cause, and resolution.
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Meet or exceed established response time and resolution SLAs.
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Follow up with users to confirm resolution and ensure tickets are closed with proper documentation.
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Escalate complex or out-of-scope issues to Level 2/3 engineers with complete context and follow through to resolution.
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Contribute to and maintain the IT knowledge base with how-to articles, FAQs, and standard operating procedures.
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Identify recurring issues and recommend process or knowledge base improvements.
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HardwareDeployment.
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Image, configure, and deploy desktops, laptops, monitors, printers, and peripherals.
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Set up, relocate, and break down workstations, including lifting and moving equipment as needed.
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Maintain accurate hardware inventory and asset tracking records.
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Assist with onboarding and offboarding, including hardware and account provisioning and deprovisioning.
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Support ongoing IT projects, refreshes, and process improvement initiatives.
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Other duties as assigned.
QUALIFICATIONS
Required Qualifications
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High School diploma or GED, required.
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6 months to 1 year of prior help desk or IT support experience.
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Strong troubleshooting foundation across Windows operating systems, and common business applications.
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Hands-on experience with a ticketing system (ServiceNow, Jira Service Management, Freshservice, Zendesk, Autotask, Connectwise or similar) and an understanding of SLAs, ticket prioritization, and documentation best practices.
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Excellent verbal and written communication skills with a customer-service mindset.
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Ability to prioritize, manage multiple tickets, and follow through on commitments.
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Eagerness to learn new technologies and grow into a broader IT career.
Preferred Qualifications but not required
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Have built home lab, can troubleshoot home computer and resolve problems using resources available to you.
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Exposure to networking concepts (DNS, DHCP, TCP/IP, VPN).
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Experience with imaging tools, MDM platforms, or remote support software.
OFFICE ENVIRONMENT
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Hours: Monday through Friday, 8:00 AM – 5:00 PM
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Dress Code: Business casual; closed-toe shoes required * I added this due to the people showing up in house slippers.
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Environment: On-site, corporate office setting (Scottsdale, AZ)
PHYSICAL DEMANDS
- Dexterity of hands to operate a computer keyboard.
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Must be able to lift up to 40 lbs. (desktops, monitors, printers, and related equipment).
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Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more.
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Must wear closed-toe shoes at all times while on-site.
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Hearing and speaking to communicate and provide information to others.
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Prolonged periods sitting at a desk and working on a computer.
