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
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

Benefits:

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

Application Question(s):

• Are you comfortable working in-office from 7:00 am to 4:00 pm, Monday-Friday with a 1 hour lunch and (two) paid breaks?

Experience:

• IT support: 1 year (Required)

Ability to Commute:

• Everett, WA 98208 (Required)

Work Location: In person