Desktop Support Technician I

Cable ONE•Phoenix, AZ

About The Position

The Desktop Support Technician I provides first-tier technical support to internal customers and supports desktop and user needs. The role uses the Remedy ticketing system to track, monitor, and route incidents, requests, and questions, while documenting customer interactions, troubleshooting steps, and follow-up. The technician works with internal departments, teams, and vendors to resolve issues such as password resets, access requests, and email setup and troubleshooting. Responsibilities also include creating and maintaining SOPs and other troubleshooting documentation, managing a Microsoft Outlook shared mailbox, and using computer-based tools to investigate and resolve issues. The position supports Sarbanes-Oxley (SOX) access requests and access management for in-scope company applications, including granting, modifying, and disabling access and providing audit evidence. The technician also processes onboarding and offboarding and performs other desktop and user support duties as needed. On-call availability during evenings and weekends is required.

Requirements

Associate's degree from a two-year college or university, six months to one year of related experience and/or training, or an equivalent combination of education and experience.
Strong customer service skills.
Ability to work independently and as part of a team.
Proficient computer skills in Windows client operating systems.
Self-motivated.
Strong attention to detail and organizational skills, given that the group's work is audited and errors could be substantial.
Experience with Active Directory.
Knowledge of Windows 10/11.
Experience with Microsoft Office/O365.
Must be able to work on call during evenings and weekends.

Nice To Haves

Six months to one year of experience with Microsoft Active Directory.
PowerShell experience.
SOX, PwC, audit, compliance, or other auditing background, and interest in a hybrid IT/audit role.
Process improvement experience, such as Agile, Scrum, Lean, ITIL, or Green Belt.

Responsibilities

Use a ticketing system to track requests and respond to tasks in a timely manner.
Create and modify standard operating procedures (SOPs).
Manage a Microsoft Outlook shared mailbox.
Perform desktop and user support tasks as needed.
Track, monitor, and route technical incidents, user requests, and questions through the Remedy ticketing system.
Document customer interactions, troubleshooting methods, and follow-up actions.
Work with departments, teams, and vendors to research and resolve first-tier technical issues, including password resets, access requests, and email setup and troubleshooting.
Use computer-based software tools to gather information and troubleshoot and resolve issues and requests.
Create and maintain documentation about troubleshooting steps and best practices.
Respond to internal customers' SOX access requests.
Maintain access management systems for company in-scope applications, including granting, modifying, and disabling access.
Provide evidence for audit requests.
Process onboarding and offboarding.
Perform other duties as needed to support the company's purpose, brand principles, and organizational values.
Work on call during evenings and weekends.

Benefits

Medical, dental, and vision plans available from the start of employment.
Life insurance for the associate, spouse, and children.
Paid time off, including vacation, holidays, and personal/sick days.
401(k) with a 100% company match starting on the first day of employment, up to 5% of eligible compensation.
Group legal plan with identity theft protection.
Tuition reimbursement up to $5,250 in the first year.
Up to $75 per month toward cable and internet services.
Annual community support for organizations across the United States.
Associate recognition and awards programs.
Advancement opportunities.
Collaborative work environment.