Help Desk Tier 1

Position Summary

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.

Key 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).
• 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.
• Contribute to and maintain the internal knowledge base and IT asset inventory.
• Meet defined response and resolution SLA targets.

Required Qualifications

• 1+ year of help desk, desktop support, or equivalent IT support experience (strong internships or lab experience considered).
• Familiarity with 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.
• A 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.

Compensation & Benefits

Pay Range: $49,500-$62,000k
Incentive Pay: Quarterly performance bonus
Benefits Summary: Medical, Dental, Vision, 401(k) profit sharing, Vacation, Holidays, Floating Holidays, Company-paid LTD and life insurance, and Sick leave