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IT Help Desk Technician
Passport Health - IT Help Desk Technician
About Passport Health - Passport Health is the largest and leading provider of travel medicine and immunization services in North America. With 300+ clinics across the U.S. and Canada, we are committed to providing first-class medical care and ensuring travelers are protected against vaccine-preventable diseases. Our team of highly trained healthcare professionals educates and prepares clients for safe, healthy travel.
About the Role - This role requires comfort managing a high volume of incoming IT inquiries and serving as a friendly, knowledgeable voice for internal users. The IT Help Desk Technician must be confident handling phone calls, clearly explaining technical issues to non-technical users, and prioritizing requests in real time while maintaining excellent customer service.
Key Responsibilities
- Serve as the first point of contact for all incoming IT inquiries via Zendesk tickets, phone calls, and internal communications.
- Manage and triage incoming requests, determining priority, urgency, and appropriate resolution path.
- Provide Tier 1 technical support via Zendesk tickets and live phone support.
- Communicate clearly and professionally with users to gather information, set expectations, and explain resolutions.
- Follow up on outstanding requests to ensure timely resolution and user satisfaction.
- Assist remote users with internet connectivity, desktop, printer, and phone-related issues.
- Create user accounts and configure hardware as part of the onboarding process.
- Troubleshoot and resolve hardware and software issues.
- Participate in team collaboration for after-hours/weekend support for scheduled projects.
Current Opening Details:
- Pay: $22.00 - $24.00
- Location: Phoenix, AZ (on-site only)
- Schedule: Wednesday-Sunday; Business Hours
Required Experience
- Comfort managing inbound phone calls and speaking with users throughout the workday.
- Strong ability to communicate technical concepts clearly to non-technical users, both verbally and in writing.
- Proven ability to manage multiple incoming inquiries simultaneously while maintaining organization and attention to detail.
- Customer-first mindset with confidence handling real-time support interactions.
Qualifications
- 1–2 years of experience in a technical help desk or desktop support role.
- Strong knowledge of Windows, Google Collaboration Apps, Chrome, and Microsoft Office.
- Excellent written and verbal communication skills.
- Exceptional customer service skills and ability to troubleshoot with non-technical users.
- Experience with ticketing systems and remote-control software.
- Tier 1 understanding of IT tools such as Active Directory and Group Policy Objects (GPO).
- Experience installing, troubleshooting, configuring, maintaining, and repairing IT hardware including laptops, printers, scanners, peripherals, and mobile devices (iOS, Android).
- Tier 1 support knowledge for networking (TCP/IP, Wi-Fi).
- Base-level understanding of server/domain environments.
- Ability to lift and carry up to 50 lbs.
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