Service Desk Technician

Application and Interview Impersonation Notice : Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators. Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely! Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge. Overview: The Service Desk Technician reports to the IT Service Desk Manager and serves as a front-line member of the Global IT Service Desk team. This is an onsite position based in the Tempe, Arizona area supporting local employees as well as remote users across North America. The primary responsibility of this role is to provide exceptional technical support through phone, email, chat, walk-up, and ticket-based interactions. The technician will troubleshoot hardware, software, operating system, Microsoft 365, and identity-related issues while assisting with device deployment, office technology support, inventory management, and end-user onboarding activities. What you will do: Troubleshoot end-user issues related to hardware, software, operating systems, Microsoft 365, account access, printers, peripherals, and connectivity Provide technical support through phone, email, chat, walk-up, and ticket-based interactions. Review, triage, update, route, and assign incoming support tickets according to priority and impact. Create and maintain process documentation, troubleshooting guides, and knowledge base articles. Monitor and respond to support requests during assigned business hours. Support device deployment, onboarding activities, and equipment provisioning. Assist with inventory management, shipping, receiving, and asset tracking activities. Support conference room technology, workstation setups, and office technology needs Collaborate with other IT team members and participate in operational meetings. Follow service desk processes while delivering excellent customer service and support What we are looking for: Required: Educational requirements: Associate degree in Information Technology, Computer Science, or a related field preferred. Equivalent work experience accepted in lieu of formal education. Years of experience: 2+ years of experience in a Service Desk, Help Desk, IT Support, Desktop Support, or related technical support role. Years of experience needed with specific skills: 2+ years supporting Windows operating systems, Microsoft 365 applications, hardware, software, and user account administration Specific technical or software skills required:  Microsoft Windows  Microsoft 365  Active Directory  Microsoft Entra ID (Azure AD)  Hardware and software troubleshooting  Remote support tools (TeamViewer, BeyondTrust, Quick Assist, or similar)  Printer, laptop, desktop, and peripheral support, Mac and iOS knowledge Necessary certifications None required Travel is required: No Additional Requirements Strong customer service and communication skills. Strong documentation and problem-solving abilities. Ability to prioritize multiple requests in a fast-paced environment. Ability to participate in an on-call rotation when required. Ability to safely move and install IT equipment weighing 25-50 pounds. AI Skills/Knowledge: Experience using Microsoft Copilot, ChatGPT, or similar AI tools to improve productivity and troubleshooting efficiency Ability to create clear prompts and leverage AI tools for documentation, knowledge management, and end-user support. Understanding of responsible AI usage, data privacy, and security best practices. Familiarity with using AI to summarize tickets, generate knowledge articles, and streamline support workflows. Preferred Skills (a plus but not required): Experience supporting Microsoft Intune, Autopilot, and modern device management environments. Experience administering Microsoft Entra ID (Azure AD), group management, and identity-related troubleshooting. Knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity troubleshooting. Experience supporting conference room technology, audiovisual equipment, and office collaboration tools Experience with IT asset management, inventory control, equipment deployment, shipping, and receiving processes. Familiarity with ticketing platforms such as Jira Service Management, ServiceNow, Freshservice, or similar ITSM tools. Experience supporting macOS devices in a corporate environment. Working knowledge of PowerShell or other scripting tools used for basic automation and administration. Experience supporting hybrid workforce environments including remote users across multiple locations. Familiarity with Microsoft Copilot, AI-assisted troubleshooting tools, and knowledge management platforms. #LI-DR1 The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice