IT Support Technician

IT Support Technician

The IT Support Technician is the first line of defense and will focus on the day-to-day execution of hardware provisioning, user access, and immediate technical troubleshooting. Your goal is to provide seamless support to our staff on the corporate campus in Phoenix, Arizona, remote users across the United States, and field service technicians working seven days per week. Ensuring that technical issues never slow down our industry-leading garage door services. Support includes day-to-day endpoint and access needs such as login assistance, MFA troubleshooting, and mobile workflow issues, including ServiceTitan use on iPads.

What You'll Do

• User Lifecycle Management: Execute the daily tasks of onboarding and offboarding users, including creating accounts in Microsoft Entra ID Directory and setting up email in Exchange Online.

• Hardware Provisioning: Prepare, configure, and deploy computer hardware and mobile devices (iOS/Android) for new hires, ensuring they are ready for use on day one.

• Helpdesk Response: Act as the primary responder for IT issues via phone, email, and walk-ups. Diagnosing hardware, software, and connectivity issues, resolving common incidents immediately for both local and remote staff or escalating complex problems.

• Asset Tracking: Maintain an accurate and real-time inventory of all company assets, ensuring hardware is accounted for and tracking the lifecycle of equipment from deployment to retirement.

• Asset & Knowledge Management: Maintain a precise inventory of hardware assets (handling swaps, returns, and warranty service). You are also expected to document your work meticulously in tickets and contribute to the internal Knowledge Base (KB).

What You'll Bring

• Foundational Experience: 1–3 years of experience in a technical support or helpdesk role, with a strong desire to grow into senior systems administration.

• Troubleshooting Capability: Demonstrated troubleshooting skills for Windows and MacOS PCs, with working knowledge of iOS and Android support.

• Cloud Literacy: Practical familiarity with Microsoft 365 and a basic understanding of Microsoft Entra ID, Exchange Online is mandatory. Familiarity with MDM (Intune) and iOS support is highly valued.

• Operational Discipline: Strong documentation skills for ticketing and asset tracking. Ability to follow strict procedures for security and user administration.

• Schedule Flexibility: Must be available 8:00 AM – 5:00 PM M-F in-office. Crucially, you must be willing to participate in an on-call rotation (evenings/weekends) to support field operations running 7 days a week.

• Customer-First Mindset: Exceptional interpersonal skills and the patience to help non-technical users navigate technology with confidence.

• Physical Agility: The ability to remain stationary for long periods of computer work, while also being capable of lifting and moving equipment up to 50 pounds.

• Eagerness to Learn: A proactive attitude toward staying updated on the latest IT trends and a commitment to maintaining A1's standards of excellence.

Key Attributes for Success

• Adaptable learning and curiosity.

• Accountability and professional integrity.

• Thrives in a high-volume, fast-paced environment.

• Passionate about accuracy, customer satisfaction, and team collaboration.

Benefits and other cool stuff:

• Medical, dental, vision, 401K

• Paid Time Off

• Weekly Pay

• Internal Promotion opportunities

• Company swag

• (Please note: benefits are not available for part time, temporary or contract roles)

• A1 Garage Door (and affiliate companies) provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.