Help Desk Technician (MSP | 2–3 Years IT Support Experience)

Location: Tempe, AZ
Job Type: Full-Time (In-Office)
Schedule: Monday–Friday | 7:50am–5:00pm
Salary: $50,000–$60,000 per year + bonus opportunities

Snap Tech IT is hiring a Help Desk Technician with 2–3 years of IT support experience to join our Managed Service Provider (MSP) team in Tempe.

In this role, you'll support a wide variety of business clients, troubleshoot real-world IT issues, and continue growing your technical skills in a fast-paced MSP environment.

This is an ideal opportunity for someone who enjoys exposure to multiple technologies, solving new challenges every day, and building the skills needed to grow into a Systems Engineer role over time.

Our best technicians are curious problem-solvers who take ownership of their work, communicate well with clients, and appreciate the value of process and documentation. If you enjoy figuring things out, working independently, and continually improving your technical expertise, we’d love to meet you.

This is a full-time, in-office role in Tempe supporting business clients across multiple industries.

What We’re Looking For

We’re looking for someone who:

• Enjoys troubleshooting and solving complex technical problems
• Thrives in a fast-paced MSP environment with exposure to many different client environments and technologies
• Has strong customer service and communication skills
• Works independently, takes ownership of issues through resolution, and is comfortable researching solutions when the answer isn’t immediately obvious
• Comfortable managing multiple tickets and priorities in a fast-paced support environment
• Values process, documentation, and doing things the right way
• Is motivated to continue learning and growing in their IT career
• Wants to develop toward a Systems Engineer role over time

What You’ll Do

• Provide remote technical support to business clients in a B2B environment
• Troubleshoot Windows 10/11, Microsoft 365, Active Directory, email, printers, and networking issues
• Manage and resolve support tickets using our ticketing and RMM tools (ConnectWise Automate)
• Provide technical triage through client engagement and determine issue severity and impact
• Stage, image, and deploy desktops and laptops
• Support security tools such as antivirus, email filtering, web filtering, encryption, and mobile device management
• Identify recurring issues and help develop long-term solutions
• Maintain clear documentation of work performed and resolutions
• Create and maintain Standard Operating Procedures and client documentation in IT Glue
• Collaborate with team members and other departments to ensure customer success
• Continue building your technical skillset through ongoing training and certifications
• Occasionally travel onsite to client locations as needed (valid driver’s license required)
• Participate in a rotating after-hours on-call schedule

Required Qualifications

• 2–3 years of experience in IT Support, Help Desk, or Service Desk roles
• Experience troubleshooting Windows operating systems and Microsoft 365
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP)
• Experience working in a ticketing system and documenting technical work
• Strong customer service and communication skills
• Ability to manage multiple tasks and prioritize effectively

Preferred (Not Required)

• Experience working in an MSP environment
• Exposure to virtualization technologies (VMware)
• Experience with ConnectWise, RMM tools, or similar platforms
• Microsoft or CompTIA certifications
• Exposure to cybersecurity tools or firewall management

Certifications in any mix of Microsoft, Cisco, Sophos, LabTech/Automate, ConnectWise, and VMware are considered a MAJOR PLUS.

Benefits

• Medical & dental insurance
• Paid vacation, holidays, personal & sick time
• Retirement contribution
• Training reimbursement
• Performance-based bonus opportunities
• Growth opportunities into Systems Engineering and advanced technical roles

About Snap Tech IT

Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast. As we expand operations from coast to coast, we have great opportunities for savvy IT professionals.

You will join a proven team owned by industry thought leaders who share their IT industry knowledge on the local and national stage. You’ll find them right down the hall, working side-by-side with the rest of the team to build an incredible company. Our goal: to create an environment where people love to work, and to extend that to help our clients become the same.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• A client says their email isn't working. What steps would you take to troubleshoot and resolve it?
• Describe a time you solved a technical problem on your own. What did you do?
• How do you handle a client who is frustrated with an IT issue?
• Why are you interested in working at Snap Tech IT?
• This is an in-office role Monday-Friday in Tempe, Arizona. Please confirm your availability.

Experience:

• IT Support: 2 years (Required)

Work Location: In person