Help Desk Tier 1

Location: Phoenix, Arizona

Employment Type: Full Time

Travel: 15%

Work Schedule: MON-FRI – 7AM-4PM

Compensation & Benefits

Pay Range: $49,500-$62,000k

Incentive Pay: Quarterly performance bonus

Benefits Summary: Medical, Dental, Vision, 401(k) profit sharing, Vacation, Holidays, Floating Holidays, Company-paid LTD and life insurance, and Sick leave

Position Summary

The Tier 1 Help Desk Technician is the first point of contact for end-user IT support across Next Phase Enterprises (NPE) and Food Story Brands (FSB). This role resolves common hardware, software, and account issues via ticket, phone, email, and walk-up; keeps users informed; and escalates anything beyond Tier 1 scope through the internal IT chain with clean, complete documentation.

Success in this role means fast, friendly resolution of routine issues, disciplined ticket hygiene, and reliable handoffs — never a junior technician making infrastructure-level changes or engaging outside vendors directly.

Key Responsibilities

•Serve as first responder for IT support requests via the ticketing system, phone, email, and in person, logging every interaction with accurate, complete detail.

•Troubleshoot and resolve common issues: password resets, account lockouts, printer/peripheral problems, connectivity, and basic application errors.

•Provide day-to-day support for Microsoft 365 — Outlook, Teams, SharePoint, and OneDrive — including basic user-level tasks.

•Perform routine identity tasks in Microsoft Entra ID under defined procedures (password resets, group membership, license assignment). Infrastructure-level identity work and Conditional Access changes are out of scope for this role.

•Image, configure, and deploy desktops, laptops, and mobile devices, and support onboarding/offboarding steps per IT procedures.

•Follow established security protocols; recognize and report phishing and suspicious activity, and reinforce security awareness with end users.

•Escalate issues beyond Tier 1 scope to the Tech Support Specialist and Director of IT with full documentation and reproduction steps. Systems-administration and infrastructure issues are routed through the internal IT chain to the managed service provider (MSP); the Tier 1 technician does not engage the MSP directly.

•Contribute to and maintain the internal knowledge base and IT asset inventory.

•Meet defined response and resolution SLA targets.

Required Qualifications

•1 year of help desk, desktop support, or equivalent IT support experience (strong internships or lab experience considered).

•Working knowledge of Windows OS and Microsoft 365 in a business environment.

•Familiarity with Active Directory / Entra ID fundamentals (user accounts, groups, password resets).

•Strong troubleshooting instincts and clear written and verbal communication.

•Customer-service mindset with patience for non-technical users.

•Able to work on-site in Phoenix and lift/move equipment up to ~40 lbs.

Preferred Qualifications

•CompTIA A (or actively pursuing); Network or ITIL Foundations a plus.

•Experience with a ticketing platform (e.g., Freshservice, Jira, ServiceNow, Autotask).

•Exposure to endpoint management (Intune) and MFA tooling.

Hiring Process

Our process may include application review, interviews, assessments, reference checks, and a conditional offer.

Equal Opportunity Employer Statement

The Company is an Equal Opportunity Employer and does not discriminate on the basis of any legally protected status.

Accommodation Statement

Applicants needing accommodation during the hiring process may contact human resources @ hr@nxtphz.com.

Work Authorization

Employment is contingent upon the ability to work lawfully in the United States and completion of employment eligibility verification after hire.

Background Check / Drug Testing

Employment offers may be contingent upon job-related screening, where permitted by law.

At Will Employment

Employment with FoodStory Brands is at-will, meaning either the employee or the company may end the employment relationship at any time, with or without cause or notice, unless otherwise required by applicable law.

This job postings not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The company reserves the right to modify this description at any time.