Helpdesk Tier 1

About the role

This is a first-line support role for business users. You handle sign-in and MFA problems, Microsoft 365, workstations, printers and VPN, and you write clear ticket notes and escalate cleanly.

This is one of the roles Velocity Technologies recruits for year-round. The job may be with Velocity, or with an organization in the Phoenix area that we recruit for. Most positions are onsite. We confirm the employer, pay, schedule and benefits with you before any interview.

What you'll do

• Work the ticket queue, find out who is affected, and keep users updated in plain language.
• Fix common workstation, Microsoft 365, printer, MFA, VPN and application access problems.
• Write ticket notes good enough that the next technician can pick up where you left off.
• Handle new-hire and departing-employee tasks from a checklist.
• Escalate to systems, network, security or vendor contacts with the details they need.

You're probably right for this if

• You have hands-on experience troubleshooting Windows workstations.
• You know your way around Microsoft 365, password resets, MFA, and basic Active Directory or Entra ID tasks.
• You stay patient with frustrated users and still get the technical details.
• You follow a ticket and escalation process without being reminded.
• You can get to work sites around the Phoenix area.

Useful but not required: MSP, school, nonprofit, clinic or professional-services support experience; Intune, Teams, SharePoint, VoIP or backup alerts; CompTIA A+, Microsoft 365 Fundamentals or Network+. Equivalent experience counts.

Pay

$45,000 to $55,000 a year.

The hiring organization sets the exact pay within this range. Benefits depend on the employer, and we confirm them with you before any interview.

How hiring works

1. A phone call with Velocity about your experience, the role and the pay.
2. If it looks like a fit, we tell you who the employer is and confirm pay, schedule and benefits.
3. Interviews with the hiring organization, which may be Velocity.

On the first call, expect to talk through questions like these:

• A time you calmed down a frustrated user while still getting the technical details.
• What you would check when a user cannot sign in to Microsoft 365 after an MFA reset.
• What belongs in a ticket note before you escalate it.