Tier 1 IT Support Technician

10X Health System•Scottsdale, AZ

1d•Onsite

About The Position

The Tier 1 IT Support Technician is responsible for providing first-line technical support to employees across the organization. This role focuses on resolving day-to-day IT issues, supporting secure onboarding and offboarding, maintaining endpoint health, and ensuring technology services operate reliably in alignment with security, compliance, and operational standards.

Requirements

1 to 3 years of experience in IT help desk, technical support, or a similar end user support role
Experience managing and resolving incidents within a ticketing system
Working knowledge of Windows, macOS, and Microsoft 365 in a business environment
Basic understanding of networking concepts such as WiFi, VPN, and DNS
Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent practical experience
Applies structured troubleshooting to diagnose and resolve hardware, software, and access issues
Maintains a high standard of responsiveness and organization while managing multiple support requests in a fast-paced environment
Communicates technical concepts clearly to non-technical users, delivering a strong and professional end user experience
Demonstrates working knowledge of Windows, macOS, Microsoft 365, and common business applications within a support environment
Applies foundational understanding of networking concepts such as WiFi, VPN, and DNS in issue resolution
Executes user provisioning, access management, and device setup with accuracy and attention to detail
Operates within established security and compliance frameworks, including identity verification, least-privilege access, and incident escalation
Collaborates effectively with Tier 2 support and engineering teams through clear documentation and escalation practices
Contributes to knowledge base documentation and identifies opportunities to improve support processes and efficiency
Exercises sound judgment when handling user access, devices, and sensitive systems

Nice To Haves

Exposure to identity and device management tools such as Microsoft Entra ID, Intune, or similar platforms preferred
Familiarity with cybersecurity best practices and working within environments aligned to frameworks such as SOC 2 or CIS Controls preferred
CompTIA A+, Network+, Security+, ITIL, or similar certifications (or in progress) preferred
Experience supporting regulated environments, such as healthcare or wellness, preferred

Responsibilities

Provide first-level troubleshooting for hardware, software, network, and application issues
Respond to support tickets, emails, and walk-up requests in a timely and professional manner
Escalate unresolved issues to Tier 2 or engineering teams with clear documentation
Assist employees with Microsoft 365, email, MFA enrollment, password resets, and access requests
Support conference rooms, printers, and office technology
Assist with secure onboarding and offboarding processes
Provision accounts, licenses, and devices following approved procedures
Ensure proper access removal and device recovery during offboarding
Maintain accurate documentation within ticketing and asset management systems
Configure and deploy Windows and macOS devices using MDM and security standards
Troubleshoot endpoint performance, connectivity, and application issues
Support mobile device setup and security configuration
Assist with patching, antivirus alerts, and basic security remediation steps
Follow established security policies and procedures
Assist with MFA enforcement, least-privilege access, and identity verification
Report suspicious activity, phishing attempts, or potential incidents immediately
Support audit readiness activities such as asset inventory and documentation
Help maintain alignment with CIS Controls v8.1 and SOC 2 requirements
Document recurring issues and solutions in the knowledge base
Follow standard operating procedures and contribute to process improvements
Maintain professionalism and strong customer service in all interactions