IT Support Technician at Total Networks

Phoenix, Arizona, United States -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Customer Service, Troubleshooting, Microsoft Applications, Operating Systems, Cloud Services, Networking, Documentation, Ticketing Software, Interpersonal Skills, Active Listening, Self-Motivation, Service Awareness, Typing Skills, Disaster Recovery, Remote Access Tools

Industry

Description

Description IT Support Technician Company: Total Networks Location: Phoenix, AZ About the Role: Total Networks is always seeking top tier talent to be considered for when we have an IT Support Technician opening to handle support service requests across workstations, servers, printers, networks, and vendor-specific hardware and software. You will provide technical support primarily by phone and ticketing system, with occasional onsite assignments. This role requires following documented procedures, monitoring incoming support requests, and maintaining service level agreements (SLAs). Responsibilities: Document all activities, projects, and tickets daily in the ticketing system with detailed notes. Respond to service tickets, phone calls, and emails, ensuring timely resolution and excellent customer service. Provide Tier 1 support for Microsoft applications, operating systems, cloud services, and client-specific software. Troubleshoot network connectivity, remote access tools, and disaster recovery systems (backups/restorations). Monitor ticket queues, applying troubleshooting skills and escalating requests as needed. Maintain a high level of customer service and satisfaction. Collaborate with team members and service coordinators for efficient resolution and ticket routing. Create, maintain, and review system documentation. Travel up to 25% for local client site visits. Perform additional duties as assigned by management. Expectations: Meet established call and ticket SLA requirements. Maintain strong customer satisfaction as defined by management. Submit weekly timesheets by end of shift Friday. Volunteer for on-call coverage at least once per month. Work toward annual goals and objectives set in HRIS with quarterly reviews. Complete required training plans and agreed-upon certifications. Technical Proficiencies: Ticketing software: Incident management and time tracking. Solid understanding of operating systems, business applications, printing systems, and basic networking. Strong interpersonal skills (verbal/written communication, active listening, empathy). Ability to efficiently diagnose and troubleshoot technical issues. Service awareness of key IT services being supported. Familiarity with support tools, troubleshooting techniques, and IT service delivery. Accurate typing skills for entering service request details. Self-motivation and ability to work in a fast-paced environment. Software as assigned. Physical Requirements: Ability to handle equipment, talk, hear, read, write, and interpret documents. Occasionally lift and move objects up to 25 pounds (with or without reasonable accommodations). Why Join Total Networks? Total Networks, a Blue Alliance company, is Arizona’s trusted IT partner for professional businesses that demand reliability, security, and strategic foresight. We help law firms, accounting practices, healthcare providers, and other service-driven organizations build confident technology roadmaps and productive, secure workplaces. As the only CompTIA Security Trustmark-certified IT provider in Arizona, we deliver industry-recognized excellence backed by decades of local experience. Our team is known for responsiveness, professionalism, and a proactive approach that puts people and outcomes first. We’re deeply connected to the Arizona business community and committed to helping our employees grow through meaningful work, recognition, and real impact. At Total Networks, your expertise helps businesses thrive, and you do, too. A Team Environment Built for Growth Joining Total Networks means working alongside IT specialists supporting complex, enterprise environments. As part of the Blue Alliance network, you gain access to a community of hundreds of peers and experts across the country. This means more opportunities for learning, professional development, and career advancement without losing the close-knit feel of a smaller team. You’ll enjoy the best of both worlds: The autonomy and client engagement typical of a local MSP The resources, support, and structure of a leading national IT services organization A Unique Opportunity Through Blue Alliance As a Blue Alliance partner company, Total Networks provides team members with unmatched opportunities to learn, lead, and succeed. Each company in the network maintains its unique identity while working toward shared goals. If you’re looking to make a meaningful impact and grow your career in a supportive, future-focused environment, this is the place for you. Benefits of working at Total Networks: Be part of a fun, awesome team 9 paid holidays 401K Retirement with matching contributions Excellent medical, vision and dental insurance Life insurance and disability insurance Cell phone stipend 3 weeks PTO Top Reasons our Employees Love Being Part of the Blue Alliance Family: Entrepreneurial Culture Fast-paced Flow, with a Variety of Projects Collaborative Work Environment Training & Certifications Career Growth Opportunities Ready for the next step? The greatest rewards are reserved for those who want to be better and then put in the hard work, to be their best version of themselves. Interested applicants should click to submit their resume and application above. Please be advised we, Total Networks, participate in E-Verify.

Responsibilities

The IT Support Technician will document all activities and respond to service tickets, ensuring timely resolution and excellent customer service. They will provide Tier 1 support for various applications and troubleshoot network connectivity and disaster recovery systems.