Help Desk Tier 1

Location: Phoenix, Arizona • Full-time • 15% travel

About the role

The Tier 1 Help Desk Technician is the first point of contact for end-user IT support across Next Phase Enterprises (NPE) and Food Story Brands (FSB). This role resolves common hardware, software, and account issues via ticket, phone, email, and walk-up; keeps users informed; and escalates anything beyond Tier 1 scope through the internal IT chain with clean, complete documentation. Success in this role means fast, friendly resolution of routine issues, disciplined ticket hygiene, and reliable handoffs — never a junior technician making infrastructure-level changes or engaging outside vendors directly.

Responsibilities

• Serve as first responder for IT support requests via the ticketing system, phone, email, and in person, logging every interaction with accurate, complete detail.
• Troubleshoot and resolve common issues: password resets, account lockouts, printer/peripheral problems, connectivity, and basic application errors.
• Provide day-to-day support for Microsoft 365 — Outlook, Teams, SharePoint, and OneDrive — including basic user-level tasks.
• Perform routine identity tasks in Microsoft Entra ID under defined procedures (password resets, group membership, license assignment). Infrastructure-level identity work and Conditional Access changes are out of scope for this role.
• Image, configure, and deploy desktops, laptops, and mobile devices, and support onboarding/offboarding steps per IT procedures.
• Follow established security protocols; recognize and report phishing and suspicious activity, and reinforce security awareness with end users.
• Escalate issues beyond Tier 1 scope to the Tech Support Specialist and Director of IT with full documentation and reproduction steps. Systems-administration and infrastructure issues are routed through the internal IT chain to the managed service provider (MSP); the Tier 1 technician does not engage the MSP directly.
• Contribute to and maintain the internal knowledge base and IT asset inventory.
• Meet defined response and resolution SLA targets.

Requirements

• 1+ year of help desk, desktop support, or equivalent IT support experience (strong internships or lab experience considered).
• Working knowledge of Windows OS and Microsoft 365 in a business environment.
• Familiarity with Active Directory / Entra ID fundamentals (user accounts, groups, password resets).
• Strong troubleshooting instincts and clear written and verbal communication.
• Customer-service mindset with patience for non-technical users.
• Able to work on-site in Phoenix and lift/move equipment up to ~40 lbs.

Preferred Qualifications

• CompTIA A+ (or actively pursuing); Network+ or ITIL Foundations a plus.
• Experience with a ticketing platform (e.g., Freshservice, Jira, ServiceNow, Autotask).
• Exposure to endpoint management (Intune) and MFA tooling.

Pay

$49,500–$62,000 per year plus quarterly performance bonus.

Schedule

Monday–Friday, 7:00 AM–4:00 PM.

Benefits

• Medical, dental, and vision coverage
• 401(k) profit sharing
• Paid vacation, holidays, and floating holidays
• Company-paid long-term disability and life insurance
• Sick leave