IT Help Desk Technician; Level I

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.

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.

• 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.
• Mentorship:
  Work alongside experienced engineers who are invested in your development.
• Stability:
  Consistent Monday–Friday schedule.
• 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.

Help Desk Support

• Serve as the first point of contact for end users via phone, email, chat, ticketing system, and walk‑ups.
• Provide friendly, professional, and timely customer service on every interaction.
• Troubleshoot and resolve hardware, software, network, printer, mobile device, and account‑related issues.
• Perform password resets, account unlocks, and access permission changes in Active Directory and Microsoft 365.
• Install, configure, and update business applications, drivers, and operating system patches.
• Support remote and on‑site users, including conference room A/V and video conferencing tools (Zoom, Teams, Webex).
• Provide basic end‑user training and guidance on company‑supported tools and best practices.

Ticketing & Documentation

• Accurately log, categorize, and prioritize all incidents and service requests in the ticketing system.
• Triage incoming tickets and assign appropriate priority based on impact and urgency.
• Maintain detailed ticket notes capturing troubleshooting steps, root cause, and resolution.
• Meet or exceed established response time and resolution SLAs.
• Follow up with users to confirm resolution and ensure tickets are closed with proper documentation.
• Escalate complex or out‑of‑scope issues to Level 2/3 engineers with complete context and follow through to resolution.
• Contribute to and maintain the IT knowledge base with how‑to articles, FAQs, and standard operating procedures.
• Identify recurring issues and recommend process or knowledge base improvements.
• Hardware & Deployment.
• Image, configure, and deploy desktops, laptops, monitors, printers, and peripherals.
• Set up, relocate, and break down workstations, including lifting and moving equipment as needed.
• Maintain accurate hardware inventory and asset tracking records.
• Assist with onboarding and offboarding, including hardware and account provisioning and deprovisioning.
• Support ongoing IT projects, refreshes, and process improvement initiatives.
• Other duties as assigned.

Required Qualifications

• High School diploma or GED, required.
• 6 months to 1 year of prior help desk or IT support experience.
• Strong troubleshooting foundation across Windows operating systems, and common business applications.
• Hands‑on experience with a ticketing system (Service Now, Jira Service Management, Fresh service, Zendesk, Autotask, Connectwise or similar) and an understanding of SLAs, ticket prioritization, and documentation best practices.
• Excellent verbal and written communication skills with a customer‑service mindset.
• Ability to prioritize, manage multiple tickets, and follow through on commitments.
• Eagerness to learn new technologies and grow into a broader IT career.

Preferred Qualifications but not required

• Have built home lab, can troubleshoot home computer and resolve problems using resources available to you.
• Exposure to networking concepts (DNS, DHCP, TCP/IP, VPN).
• Experience with imaging tools, MDM platforms, or remote support software.

• Hours:
  
  Monday through Friday, 8:00 AM – 5:00 PM
• Dress Code:
  Business casual; closed‑toe shoes required
• Environment:
  On‑site, corporate office setting (Scottsdale, AZ)

• Dexterity of hands to operate a computer keyboard.
• Must be able to lift up to 40 lbs. (desktops, monitors, printers, and related equipment).
• Reaching overhead above the shoulders and horizontally bending at the waist, climbing, kneeling, and stooping for installation of hardware and more.
• Must wear closed‑toe shoes at all times while on‑site.
• Hearing and speaking to communicate and provide information to others.
• Prolonged periods sitting at a desk and working on a computer.