IT Desktop Support

Location: Tolleson, AZ 85353 (Fully Onsite)
Duration: 6+ Months

Schedule

Full-time, Monday–Friday, 8:00 am–5:00 pm. Overtime and on-call as needed.

About the role

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.

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

Requirements

• Associate’s Degree in IT or relevant field
• 1+ year hardware support experience
• 1+ year in-person, customer-facing IT support
• Strong troubleshooting and communication skills

Preferred Qualifications

• Experience managing incoming requests through a ticketing system
• Experience using ServiceNow to manage assigned tickets
• CompTIA ITF+, A+, Network+, Server+, Cloud+, or Mobility+ certifications

Physical Requirements

Ability to lift and move equipment up to 40 pounds.

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

Benefits

Competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.