Support Operations
Helpdesk Tier 1
The Helpdesk Tier 1 role owns first-response tickets, user communication, workstation basics, Microsoft 365 requests, password/access support, and clean documentation for Phoenix and East Valley clients.
Role scope
What this role owns.
Start your MSP career by solving real user issues for local businesses with clear standards and escalation support.
Velocity work is grounded in local managed IT delivery: Microsoft 365, Active Directory, Entra ID, Intune, SonicWall/Fortinet/Ubiquiti, backups/DR, QBRs, ticket queues, onboarding, standards alignment, and white-glove support for Phoenix and East Valley businesses.
Responsibilities
- Triage ticket queues, capture user impact, and keep clients updated in plain language.
- Resolve common workstation, Microsoft 365, printer, MFA, VPN, and line-of-business access issues.
- Document fixes, escalation notes, device details, and recurring patterns for the rest of the team.
- Support onboarding and offboarding tasks using approved checklists and identity standards.
- Escalate clearly when a ticket needs systems, network, security, or vendor ownership.
Must-have qualifications
- Customer-first communication with patience under pressure.
- Hands-on Windows workstation troubleshooting experience.
- Working knowledge of Microsoft 365, password resets, MFA, and basic Active Directory or Entra ID tasks.
- Ability to follow ticket, documentation, and escalation standards.
- Local availability for Phoenix and East Valley support needs.
Nice-to-have experience
- MSP, school, nonprofit, clinic, or professional-services support experience.
- Exposure to Intune, Teams, SharePoint, VoIP, backup alerts, or firewall/VPN basics.
- Experience with onboarding checklists and asset updates.
Helpful certifications
- CompTIA A+
- Microsoft 365 Fundamentals
- Network+
Interview stages
How we evaluate fit.
Recruiting screen
Service desk manager conversation
Ticket documentation exercise
Team conversation
Hiring scorecard
What good looks like.
- First-contact communication quality
- Ticket hygiene and escalation clarity
- Microsoft 365 and Windows troubleshooting fundamentals
- Client empathy and ownership
Screening questions
Questions you will see in the application.
- Describe a time you calmed down a frustrated user while still gathering technical details.
- What steps would you take when a user cannot sign in to Microsoft 365 after an MFA reset?
- How do you decide what belongs in a ticket note before escalation?
Remote, relocation, and visa expectations
Unless a role explicitly states otherwise, positions are intended for candidates currently authorized to work in the United States. Relocation assistance and visa sponsorship are not assumed and will only be offered where the job posting specifically says so.
Application
Apply for Helpdesk Tier 1.
Use these fields to organize the details Velocity needs, then submit the application details or apply by email through the official company mailbox.
We do not make job offers by text message, social media DM, or personal email, and we never ask candidates to send money or purchase equipment.
Related roles