IT Desktop Support

Job Title: IT Desktop Support
Job Location: Phoenix, AZ (100% Onsite)
Job Duration: 6 months
Schedule: Full-time, Mon - Fri, 8:00am - 5:00pm

Job Summary:

• The Field Service Technician – IT 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.

Performance Expectations:

• Performance is measured through key performance indicators, SLA adherence, customer service quality, and priority matrix compliance.
• The successful candidate will:.
• 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/fulfillment of requests.

Required Education:

• Associate’s Degree or Equivalent Industry Certification (preferred).
• HS Diploma or GED (minimum required) with relevant experience.

Required Skills & Experience:

• 1+ year hardware support experience.
• 1+ year inperson, customerfacing IT support.
• Strong troubleshooting and communication skills.

Preferred Skills & Experience:

• Manage incoming requests through ticketing system among 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.

Interview Process:

• One Round - Onsite Panel Interview.