Support Operations
Helpdesk Tier 1
The Helpdesk Tier 1 role owns first-response tickets, user communication, workstation basics, Microsoft 365 requests, password/access support, and clean documentation for Phoenix and East Valley clients.
Role scope
What this role owns.
Start your MSP career by solving real user issues for local businesses with clear standards and escalation support.
Velocity work is grounded in local managed IT delivery: Microsoft 365, Active Directory, Entra ID, Intune, SonicWall/Fortinet/Ubiquiti, backups/DR, QBRs, ticket queues, onboarding, standards alignment, and white-glove support for Phoenix and East Valley businesses.
Responsibilities
- Triage ticket queues, capture user impact, and keep clients updated in plain language.
- Resolve common workstation, Microsoft 365, printer, MFA, VPN, and line-of-business access issues.
- Document fixes, escalation notes, device details, and recurring patterns for the rest of the team.
- Support onboarding and offboarding tasks using approved checklists and identity standards.
- Escalate clearly when a ticket needs systems, network, security, or vendor ownership.
Must-have qualifications
- Customer-first communication with patience under pressure.
- Hands-on Windows workstation troubleshooting experience.
- Working knowledge of Microsoft 365, password resets, MFA, and basic Active Directory or Entra ID tasks.
- Ability to follow ticket, documentation, and escalation standards.
- Local availability for Phoenix and East Valley support needs.
Nice-to-have experience
- MSP, school, nonprofit, clinic, or professional-services support experience.
- Exposure to Intune, Teams, SharePoint, VoIP, backup alerts, or firewall/VPN basics.
- Experience with onboarding checklists and asset updates.
Helpful certifications
- CompTIA A+
- Microsoft 365 Fundamentals
- Network+
Interview Process
Two simple steps.
Phone interview
In-person interview
Hiring criteria
What matters.
- First-contact communication quality
- Ticket hygiene and escalation clarity
- Microsoft 365 and Windows troubleshooting fundamentals
- Client empathy and ownership
Application
Apply for Helpdesk Tier 1.
Complete the required fields and upload your resume. When you submit the form, Velocity's web server will send your application directly to our hiring manager.
We do not make job offers by text message, social media DM, or personal email, and we never ask candidates to send money or purchase equipment.
Related roles