IT Help Desk Technician

Passport Health – IT Help Desk Technician

About Passport Health – Passport Health is the largest and leading provider of travel medicine and immunization services in North America. With 300+ clinics across the U.S. and Canada, we are committed to providing first-class medical care and ensuring travelers are protected against vaccine-preventable diseases. Our team of highly trained healthcare professionals educates and prepares clients for safe, healthy travel.

About the Role – This role requires comfort managing a high volume of incoming IT inquiries and serving as a friendly, knowledgeable voice for internal users. The IT Help Desk Technician must be confident handling phone calls, clearly explaining technical issues to non-technical users, and prioritizing requests in real time while maintaining excellent customer service.

Key Responsibilities

• Serve as the first point of contact for all incoming IT inquiries via Zendesk tickets, phone calls, and internal communications.
• Manage and triage incoming requests, determining priority, urgency, and appropriate resolution path.
• Provide Tier 1 technical support via Zendesk tickets and live phone support.
• Communicate clearly and professionally with users to gather information, set expectations, and explain resolutions.
• Follow up on outstanding requests to ensure timely resolution and user satisfaction.
• Assist remote users with internet connectivity, desktop, printer, and phone-related issues.
• Create user accounts and configure hardware as part of the onboarding process.
• Troubleshoot and resolve hardware and software issues.
• Occasional participation in after-hours support for scheduled projects.

Current Opening Details

• Pay: $22.00 – $24.00 per hour
• Location: Phoenix, AZ (on-site only)
• Schedule: Wednesday–Sunday, standard business hours
• Benefits: Comprehensive medical, dental, and vision coverage; 401(k) retirement plan

Required Experience

• Comfort managing inbound phone calls and speaking with users throughout the workday.
• Strong ability to communicate technical concepts clearly to non-technical users, both verbally and in writing.
• Proven ability to manage multiple incoming inquiries simultaneously while maintaining organization and attention to detail.
• Customer-first mindset with confidence handling real-time support interactions.

Qualifications

• 1–2 years of experience in a technical help desk or desktop support role.
• Strong knowledge of Windows, Google Collaboration Apps, Chrome, and Microsoft Office.
• Experience with ticketing systems and remote-control software.
• Tier 1 understanding of IT tools such as Active Directory and Group Policy Objects (GPO).
• Experience installing, troubleshooting, configuring, maintaining, and repairing IT hardware including laptops, printers, scanners, peripherals, and mobile devices (iOS, Android).
• Tier 1 support knowledge for networking (TCP/IP, Wi-Fi).
• Base-level understanding of server/domain environments.
• Ability to lift and carry up to 50 lbs.