IT Help Desk Level 1

Company Description

Trapp Technology is a managed services provider delivering cloud, IT, and cybersecurity solutions to businesses across the United States. We help organizations simplify technology, improve security, and support growth through proactive, fully managed services. Role Summary The Service Delivery Technician I provides technical support to clients within Trapp Technology’s managed IT services environment through tickets, chat, and phone support. This role troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience. This position also serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. We are looking for technicians who take ownership of problems, communicate proactively with clients and teammates, and enjoy developing their technical skills while supporting others. This role follows an L2 development track. New hires participate in structured onboarding and training and transition into the Service Delivery Technician II level upon successful completion of defined training milestones. Full-time remote position. Must be located in Greater Phoenix, Arizona. Pay Rate: $17.00–$24.00/hour depending on experience. Schedule: Monday–Friday, 8:00 AM–5:00 PM (Arizona)

Key Responsibilities

• Maintains availability to receive escalated inbound calls, support tickets, and web chats.
• Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly.
• Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly.
• Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools.
• Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps.
• Proactively creates and updates knowledge base articles and documentation.
• Achieves predetermined service and performance goals
• Follows designated workflows and escalation procedures while maximizing support efficiency.
• Participates in Trapp internal meetings and required Trainings
• Maintains a professional image and demonstrates and adheres all Trapp Policies and Procedures
• Other Duties as assigned

Short-Term Success Metrics (First 90 Days) During the first 90 days, technicians participate in structured onboarding focused on Trapp Technology’s internal systems, technologies, services, and processes. Success includes:

• Completing required onboarding and technical training modules
• Demonstrating proficiency with internal tools, workflows, and documentation standards
• Effectively supporting customers through ticket, chat, and phone channels under guidance
• Following escalation procedures and service delivery expectations
• Demonstrating technical readiness to support Level I technicians and handle escalated issues
• Meeting defined quality, communication, and performance expectations

Successful completion of these milestones is required for transition into the Service Delivery Technician II role.

Qualifications

• High school diploma required
• CompTIA A + certification required
• 2+ years of technical customer support experience or help desk experience (MSP experience preferred).
• Strong troubleshooting skills with the ability to isolate and resolve issues quickly
• Excellent communication skills, including verbal, written, and active listening abilities
• Ability to compose grammatically correct, concise, and accurate notes
• Ability to thrive in a fast-paced, technically advanced environment

Work Environment & Benefits Trapp Technology and ArmorPoint take pride in a workplace defined by positivity, respect, and collaboration – where a strong work ethic, innovation, and mutual trust drive personal and company growth. We value our team members and offer a competitive benefit package, as listed below:

• 100% employer-funded insurance for employee-only medical, dental, and vision coverage
• Generous employer-funded insurance for family medical, dental, and vision coverage
• 401 (k) plan with company match
• Employer-sponsored life insurance
• Paid parental leave
• 3 weeks of paid time off, accrued annually
• 8 company-paid holidays and 2 floating holidays each year
• Certification and training reimbursement program for approved learning expenses
• 100% remote position (must be located within an approved state in the United States)
• Company equipment provided