IT Support Technician – Tier 1

Job Title:

IT Support Technician – Tier 1

Location: Phoenix, Arizona (On-site)
Department: Information Technology
Reports To: Director of IT
Company: Genesis Revenue Recovery
Compensation: $20/hr – $25/hr (Hourly, Full-Time Employee)

Summary:

Genesis Revenue Recovery is seeking a dependable and user-focused IT Support Technician – Tier 1 to deliver first-line technical support across the organization. As the initial point of contact for most IT issues, this role plays a vital part in ensuring a responsive and professional IT support experience.

This position is ideal for a motivated technician looking to grow their skills in a fast-paced, multi-user environment. You’ll resolve a variety of common hardware, software, and access-related issues while escalating more complex incidents to Tier 2 or system administrators.

Key Responsibilities:

Respond promptly to incoming support requests via service desk tickets, phone calls, and walk-up inquiries

Troubleshoot and resolve routine technical issues, including:

Login problems

Printer connectivity or driver issues

Hardware setup or minor malfunctions

Application errors (Office, browser, etc.)

Reset passwords and fulfill basic account access requests through Active Directory or Microsoft 365

Perform user onboarding and offboarding tasks such as account creation, hardware issuance, and permissions setup

Accurately document problems, resolutions, and follow-up actions in the ticketing system

Escalate unresolved or recurring issues to Tier 2 or system administrators with sufficient detail

Support basic setup of desktops, laptops, phones, printers, and conferencing tools

Contribute to ongoing documentation efforts, FAQs, and internal knowledge base

Required Qualifications:

1+ years of experience in an IT support, help desk, or another user-facing technical role

Familiarity with Windows OS (Windows 10/11) and Microsoft Office applications

Understanding of basic networking concepts (IP addressing, connectivity troubleshooting)

Strong communication skills and a professional, customer-service approach

Attention to detail and the ability to follow standard procedures for triage, documentation, and escalation

Preferred Qualifications:

Experience working with an IT ticketing system (e.g., Freshservice, Zendesk, Jira, ServiceNow)

Exposure to Active Directory or Microsoft 365 administration

Familiarity with endpoint management or imaging tools (e.g., Intune, MDT)

IT certifications such as CompTIA A+ or Microsoft 365 Fundamentals (a plus)ors.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

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

Work Location: In person