Help Desk Technician I

Hiring > Help Desk Technician I - Phoenix, AZ Help Desk Technician I Phoenix, AZ Part-Time Role & Requirements The Help Desk / Service Desk Technician provides entry-level, hands‑on IT support for FreightVana’s ~100 employees. Modeled on the full-time IT Support Technician / Help Desk Analyst role at a more junior level, the intern assists with help desk tickets, incoming phone calls, and first‑call resolution while gaining real project experience — including standing up a remote monitoring and management (RMM) platform, supporting the network and phone systems, and building out the knowledge base. It is a learning‑focused role with close mentorship and a clear path toward a full‑time service desk position. About this role — Entry‑level Technician supporting the IT Operations pillar. Working alongside the IT Support Technician and IT Operations Manager on day‑to‑day support and hands‑on project work — and the role is designed as a development pathway toward the full‑time IT Support Technician / Help Desk Analyst position. What Else?

KEY RESPONSIBILITIES

Assist with help desk tickets and incoming phone calls, working toward first‑call resolution on Tier 1 issues and a positive end‑user experience. Triage, log, categorize, and prioritize incidents and service requests in the ticketing system; elevate complex issues to the IT Support Technician or IT Operations Manager. Assist in standing up and configuring a remote monitoring & management (RMM) platform — evaluating and deploying NinjaOne (NinjaRMM) or Atera — for remote monitoring, ticketing, and patch management. Help configure automated patching, alerting, asset inventory, and endpoint monitoring within the RMM platform. Assist with Fortinet network stack support (FortiGate firewalls, switching, and Wi‑Fi) under supervision. Support the company phone system (Genesys or Zoom Phone): user setup, basic call‑routing changes, and call‑quality troubleshooting. Perform simple Microsoft 365 administration: mailboxes, distribution lists, groups, licensing, and Teams/SharePoint basics. Image and provision Lenovo laptops using Microsoft Intune; prepare and configure devices for new hires. Manage Entra ID user accounts: account creation and deactivation, password resets, and group membership. Complete new‑hire IT onboarding tasks: account provisioning, device setup, peripherals, and access requests. Contribute to building out the IT knowledge base and FAQ — documenting resolution steps and writing clear self‑service articles to drive ticket deflection.

PREFERRED (NICE TO HAVE)

Exposure to an RMM tool (NinjaOne/Atera), a ticketing system, or Microsoft Intune. Familiarity with Fortinet (FortiGate), Genesys or Zoom Phone, or Entra ID administration. CompTIA A+ (in progress) or Microsoft 365 Certified: Fundamentals.

TOOLS & TECHNOLOGY

NinjaOne (NinjaRMM) or Atera (RMM — remote monitoring, ticketing, patching), Microsoft 365 admin, Microsoft Intune, Entra ID, the Fortinet (FortiGate) network stack, Genesys or Zoom Phone, Lenovo laptops, Windows 10/11, and Microsoft Outlook / Teams. #J-18808-Ljbffr Freightvana