IT Support Technician I

About the role

This role will be onsite out of our downtown Phoenix NOC on a full-time basis (3-4 days per week).

Responsibilities

• Monitor operational systems, networks, and applications to ensure optimal availability, performance, and security
• Respond promptly to alerts, incidents, and service requests, following established procedures and protocols
• Assess, contain, and escalate environmental emergencies involving fire suppression, power systems, AC units, and UPS battery backups
• Collaborate with cross-functional teams to troubleshoot and resolve technical issues affecting operations
• Document incidents, actions taken, and resolutions to maintain accurate records for analysis and future reference
• Contribute to the development and implementation of proactive measures to prevent system failures and enhance reliability
• Analyze operational data and metrics to identify trends, patterns, and potential risks to efficiency

Requirements

• Ability to work a 12-hour shift from 5:30 AM to 5:30 PM, including weekends and holidays
• Proven experience in a similar role, preferably in a fast-paced or high-availability environment
• Strong analytical and problem-solving skills with the ability to quickly diagnose and resolve technical issues
• Excellent communication skills and the ability to collaborate effectively with diverse teams
• Experience with ITSM and monitoring platforms such as ServiceNow, Datadog, or SolarWinds
• Familiarity with the ITIL framework and hands-on experience with incident management processes
• Relevant certifications such as CompTIA A+, Security+, or ITIL Foundation are a plus
• Ability to sit for extended periods of time
• Ability to lift up to 75 lbs.

Qualifications

• High school diploma or equivalent
• Technical degree or certification preferred

Skills

• Technical troubleshooting skills
• Problem-solving abilities
• Communication and collaboration skills
• ITIL knowledge
• ITSM and monitoring platform experience
• Ability to work flexible hours

Benefits

• Medical
• Dental
• Vision
• 401K with company match
• Mental health support
• Paid sick/holiday/vacation time
• Employee discount program
• Tuition reimbursement options

Pay

$24 - $26/hr. dependent on background and experience. This is a salary non-exempt role.

Schedule

This role requires working a 12-hour shift from 5:30 AM to 5:30 PM, including weekends and holidays.