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.

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.

• 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.

ESSENTIAL JOB FUNCTIONS

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 permissionn 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.

QUALIFICATIONS

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 (ServiceNow, Jira Service Management, Freshservice, 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.

OFFICE ENVIRONMENT

• Hours: Monday through Friday, 8:00 AM – 5:00 PM
• Dress Code: Business casual; closed-toe shoes required * I added this due to the people showing up in house slippers.
• Environment: On-site, corporate office setting (Scottsdale, AZ)

PHYSICAL DEMANDS

• 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.