The technician provides hands-on technical support for end users at the Tolleson, Arizona site.
This role focuses on diagnosing, troubleshooting, and resolving hardware, software, and infrastructure-related issues in a fast-paced, production environment.
The ideal candidate brings strong customer service, solid technical knowledge, and the ability to work independently while collaborating with cross-functional IT teams.
Key Responsibilities
Provide on-site support for desktops, laptops, printers, mobile devices, IP phones, and conference room equipment
Troubleshoot and resolve hardware, software, and network connectivity issues
Perform Active Directory administration tasks
Support Windows 11 and Microsoft 365 environments
Provide limited support for corporate mobile devices
Troubleshoot Cisco VPN and Citrix issues
Provide remote support using tools such as LogMeIn
Perform device imaging and deployment (USB/PXE)
Maintain asset inventory and documentation
Support printer and IP telephony systems
Coordinate hardware ordering and deployment
Manage and update tickets in ServiceNow
Assist with IT projects and Smart Hands support
Required Education
Associate’s Degree in IT or relevant field
Required Qualifications
1+ year of hardware support experience
1+ year of in-person, customer-facing IT support experience
Strong troubleshooting and communication skills
Preferred Experience
Manage incoming requests through a ticketing system among the team
Experience using ServiceNow to manage assigned tickets
Preferred Certifications
CompTIA ITF+
CompTIA A+
CompTIA Network+
CompTIA Server+
CompTIA Cloud+
CompTIA Mobility+
Physical Requirements
Ability to lift and move equipment up to 40 pounds
Performance Expectations
Performance is measured through key performance indicators (KPIs), SLA adherence, customer service quality, and priority matrix compliance.
Deliver excellent customer service.
Adhere to all service management principles, processes, and guidelines.
Interact professionally with customers, peers, managers, and SMEs.
Take ownership of follow-ups and communicate progress consistently.
Demonstrate strong communication, technical knowledge, organization, and multitasking skills.
Provide timely and effective resolution and fulfillment of requests.
Numbers & Facts
Location
Tolleson, AZ
Skills
Administrative Skillsunmatched
Cisco Network Systemsunmatched
Citrix Product Familyunmatched
Cloud Computingunmatched
Communication Skillsunmatched
CompTIA - Computing Technology Industry Associationunmatched
CompTIA A+unmatched
CompTIA Network+unmatched
CompTIA Server+unmatched
Cross-Functionalunmatched
Customer Relationsunmatched
Customer Service Evaluationunmatched
Customer Support/Serviceunmatched
Desktop Administrationunmatched
Desktop PCunmatched
Documentationunmatched
Hardware Administrationunmatched
Help Deskunmatched
IP (Internet Protocol)unmatched
Identify Issuesunmatched
Information Technology & Information Systemsunmatched
Internet/IP Telephonyunmatched
Inventory Managementunmatched
Laptop PCunmatched
Lift/Move 40 Poundsunmatched
Microsoft Active Directoryunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Mobile Devicesunmatched
Multitaskingunmatched
Network Connectivityunmatched
On Site Supportunmatched
Organizational Skillsunmatched
Performance Metricsunmatched
Printersunmatched
Production Systemsunmatched
Service Level Agreement (SLA)unmatched
ServiceNowunmatched
Technical Supportunmatched
Teleconferencingunmatched
Time Managementunmatched
USBunmatched
VPN (Virtual Private Network)unmatched
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