IT Support Technician I

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Full Time JW Water PHNX OFF, Phoenix, AZ, US

Salary: $25.00 Annually

IT Support Technician I - Phoenix, AZ On Site with instate travel

Company: JW Water

Location: Phoenix, Arizona (on-site, with in-state travel to remote facilities)

Employment Type: Full-Time, non-exempt (hourly)

Reports To: Director of Information Technology

Compensation: $25.00 / hour (approximately $52,000 / year), plus annual bonus eligibility

About JW Water

JW Water is an Arizona-based water and wastewater utility serving communities across the state. With a team of roughly 70 employees spread across six offices and multiple treatment and distribution facilities, we deliver safe, reliable water and wastewater services every day. Our small, close-knit IT team keeps the technology behind those operations running, from staff workstations and email to the systems our field and plant crews depend on.

Position Summary

We are looking for a motivated, customer-focused IT Support Technician to join our team. In this role you will be the first point of contact for day-to-day technical support, helping employees across the company resolve hardware, software, account, and connectivity issues. You'll gain hands‑on experience with a modern Microsoft-based environment and the operational technology unique to the water industry. This is an excellent opportunity for someone early in their IT career who wants to grow with a stable, mission-driven organization.

Alongside daily support, this role carries hands‑on project work, including building the company's equipment inventory across every office and plant site.

This is a hands‑on, in-person role. You will travel across Arizona on a regular basis to support six offices, treatment plants, and well sites. Expect to work in equipment rooms, under desks, and outdoors in Arizona summer conditions, and to follow site safety requirements and wear personal protective equipment at treatment and well facilities. If you are looking for a desk-and-headset support role, this is not it.

Key Responsibilities

• Provide friendly, timely first- and second-level (help desk) support to employees in person, by phone, email, and remote tools.
• Set up, configure, image, and deploy laptops, tablets, mobile devices, printers, and peripherals.
• Create, manage, and troubleshoot user accounts, mailboxes, licenses, and access permissions.
• Support employee onboarding and offboarding by creating and removing accounts, issuing password-manager access, assigning licenses, and preparing or recovering equipment.
• Support Microsoft 365 applications, Exchange Online email, and Microsoft Entra ID identity and sign-in issues.
• Troubleshoot basic network connectivity (wired, Wi‑Fi, VPN) and elevate complex issues to the Director of Information Technology.
• Log, track, and resolve support requests in the ticketing system, keeping users informed of progress.
• Perform routine maintenance, including verifying security patches and backups, reviewing system alerts, and maintaining phone and server equipment.
• Assist with software installations, patches, and updates across company devices.
• Maintain accurate inventory of IT hardware, software licenses, and equipment assignments.
• Label and tag equipment across all offices and decommission retired hardware including verified data removal.
• Coordinate warranty repairs and reconcile equipment records across tracking systems.
• Help enforce IT security practices such as multi‑factor authentication, password policies, and phishing awareness.
• Travel to remote treatment plants, well sites, and offices throughout Arizona to provide on‑site technical support on a regular basis.
• Provide hands‑on on‑site support across the six Arizona offices, including structured cabling, switches, wireless access points, workstation moves, and conference‑room setups.
• Walk plant and well sites to record the control systems, industrial controllers, radios, and monitoring devices that operate our facilities, building the company's operational technology inventory.
• Document procedures, solutions, and standard configurations for the IT knowledge base.
• Provide support for other business systems and assist the Director of Information Technology on projects as assigned.

Required Qualifications

• High school diploma or GED.
• At least one of the following: one year or more of hands‑on IT support experience; CompTIA A+ certification; or an associate degree or technical certificate in an information technology field.
• Basic understanding of Windows operating systems, desktop hardware, and common office software.
• Familiarity with Microsoft 365 / Office applications (Outlook, Word, Excel, Teams).
• Strong problem‑solving skills and a genuine desire to help people.
• Clear written and verbal communication skills.
• Ability to prioritize and manage multiple requests in a fast‑paced environment.
• Valid Arizona driver's license and a clean driving record; willingness and ability to travel in‑state to company facilities.
• Ability to pass a pre‑employment background check

Preferred Qualifications

• Experience or coursework with Microsoft business applications, including Exchange Online (email), Microsoft Entra ID, Microsoft 365 administration, Teams, and Intune.
• Exposure to Windows Server, cloud‑hosted infrastructure, or basic networking concepts.
• Exposure to enterprise firewalls; Fortinet exposure a plus.
• Additional certifications such as Microsoft MS‑900 or AZ‑900, or willingness to earn one.
• Prior experience supporting users across multiple physical locations.
• Structured cabling, low‑voltage, or field service experience.
• Interest in learning industry‑specific systems (SCADA, operational technology) used in water/wastewater operations.

Physical Requirements & Work Environment

• Primarily an office environment, with regular visits to treatment plants, well sites, and remote facilities.
• Ability to lift and move IT equipment weighing up to 40 pounds.
• Ability to crawl under desks, reach network/server equipment, and work in equipment rooms.
• Ability to follow site safety requirements and wear personal protective equipment at treatment and well facilities, including outdoor work in Arizona summer conditions.
• Regular in‑state travel by company or personal vehicle to support Arizona facilities.

What We Offer

• On‑the‑job training, mentorship, and support for certifications and career growth.
• A stable, essential‑services employer with a supportive team.