Service Desk Technician

Service Desk Technician

Scottsdale, Arizona, United States

The Service Desk Technician serves as the front line of Plexus IT while also contributing to systems administration and endpoint management. This role goes beyond traditional help desk support by providing technical assistance across multiple business applications and core infrastructure technologies, including identity and access management, endpoint administration, Microsoft 365, and mobile device management.

Success in this role requires someone who thrives on solving technical problems, delivering an exceptional customer experience, and continuously improving IT operations. The ideal candidate combines strong troubleshooting skills with systems administration knowledge and proactively identifies opportunities to strengthen security, automate processes, and improve the overall technology experience for employees.

This is not a traditional Service Desk role. You'll gain exposure to a broad enterprise technology environment, supporting a variety of business applications while building on your experience with systems administration and other technical areas.

You'll work directly with employees across every level of the organization, including executive leadership—building a reputation as a trusted technical advisor while expanding your engineering and infrastructure skills. If you're looking for a role that accelerates your technical growth rather than simply resolving tickets, this is an exceptional opportunity.

Key Performance Objectives

• Deliver an exceptional support experience by resolving technical issues quickly and professionally while maintaining high customer satisfaction.
• Become a trusted administrator of Plexus' identity, endpoint, and device management environments.
• Improve the efficiency, security, and reliability of IT operations through proactive maintenance, automation, and process improvements.
• Build a reputation for solving complex technical issues while collaborating effectively with infrastructure, security, and application teams.
• Contribute to a secure, well-governed IT environment by maintaining accurate asset management, licensing, and access controls.

Performance Accountabilities

• Deliver an exceptional employee support experience by resolving hardware, software, application, and endpoint issues with urgency, professionalism, and a high first-contact resolution rate.
• Administer the employee technology lifecycle, including user provisioning, access management, licensing, equipment deployment, and deprovisioning while maintaining security and compliance.
• Manage identity and endpoint platforms, including Microsoft Entra ID, Active Directory, Okta, Microsoft Intune, Mosyle, NinjaOne, and related technologies to ensure secure, reliable access.
• Troubleshoot and resolve complex technical issues across desktop systems, Microsoft 365, networking, authentication, VoIP, and business applications, escalating when appropriate.
• Maintain the integrity of Plexus' IT environment by performing system audits, managing IT assets, and ensuring licensing, endpoint compliance, and least-privilege access standards are met.
• Contribute to systems administration and operational excellence by supporting infrastructure, automating routine tasks through PowerShell where appropriate, and identifying opportunities to improve efficiency, security, and the employee technology experience.
• Create and maintain technical documentation while educating employees and sharing knowledge that improves self-service and reduces recurring support requests.
• Participate in the IT on-call rotation and provide after-hours support as needed to ensure business continuity.

Performance Qualifications

• Three or more years of experience in Service Desk, Desktop Support, Systems Administration, or a similar IT support role.
• Proven success delivering exceptional customer service while resolving a broad range of technical issues in a fast-paced environment.
• Hands-on experience administering Microsoft 365, Active Directory, Microsoft Entra ID, Okta, and endpoint management solutions such as Intune, Mosyle, or NinjaOne.
• Working knowledge of ITSM, MDM, and RMM platforms, including ticketing systems, device management, remote support, and endpoint security.
• Experience supporting user lifecycle management, including account provisioning, access management, licensing, and hardware deployment.
• Ability to troubleshoot desktop, networking, authentication, Microsoft 365, VoIP, and business application issues while identifying root causes and implementing effective solutions.
• Foundational PowerShell scripting skills and a continuous improvement mindset with a passion for automation and operational efficiency.
• Strong organizational, communication, and problem-solving skills, with the ability to manage multiple priorities while handling confidential information with discretion.
• Associate's degree in Information Technology, Computer Science, or a related field (Bachelor's degree preferred), or an equivalent combination of education and experience

About Plexus

Founded in gut health. Experts in microbiome. Plexus Worldwide®, headquartered in Scottsdale, Arizona, is a renowned direct-selling company recognized as a top employer. Over the past 18 years, Plexus has dedicated itself to promoting hope, health, and happiness through its scientifically backed, innovative dietary supplements, weight management products, and personal care products, sold primarily through Plexus Brand Ambassadors. As a six-time Best Places to Work awardee, Blue Zone-approved employer, and an AZ Most Admired Company, Plexus prides itself on its robust organizational culture and commitment to community support and philanthropy. Our team is driven by a shared mission to empower individuals to achieve their health and wellness goals while offering additional income through the sale of products. Join us to be part of a team that values people, innovation, wellness, and community impact.

Benefits

• Highly rated and competitive medical plans.
• 401 (k) with company match and immediate vesting.
• 1-on-1, personalized health coaching.
• Many other voluntary benefits.