Helpdesk Technician - Tier 1

THE COMPANY

Cogir Senior Living, based in Scottsdale, Arizona, proudly oversees a network of senior living communities spanning 11 states nationwide. As a trusted leader in senior housing, we are dedicated to growth while maintaining our commitment to exceptional care for our residents and a supportive, growth-focused environment for our team members. At Cogir, our culture is rooted in the core values of human focus, creativity, and excellence, which inspire us to continuously improve and achieve excellence in all we do. Join us in our mission to enrich the lives of our residents while building a meaningful and fulfilling career!

POSITION SUMMARY

The Helpdesk Technician - Tier 1 will serve as the first point of contact for end-users seeking technical assistance, providing prompt and efficient support to resolve basic IT issues. This role is essential for ensuring a smooth, reliable IT experience for all users, contributing to the organization's productivity by addressing technical issues efficiently and effectively. This position will report to the IT Manager.

KEY RESPONSIBILITIES

• Respond to and resolve incoming helpdesk requests via phone, email, or in person in a timely manner.
• Diagnose and troubleshoot hardware, software, and network issues, escalating more complex problems to Tier 2 support or relevant departments as needed.
• Guide users through basic problem-solving steps, documenting each issue and solution within the helpdesk ticketing system.
• Assist with password resets, user account setup, and access management across various systems.
• Ensure that new and existing users have appropriate access and permissions according to their roles.
• Support basic hardware and software installations, setups, and configurations, following company standards.
• Assist users with setup and troubleshooting printers, laptops, desktops, and mobile devices.
• Maintain accurate and detailed records of all support requests and resolutions in the ticketing system.
• Provide excellent customer service, ensuring users feel supported and valued in each interaction.
• Monitor and follow up on open tickets to ensure timely resolution and user satisfaction.

CANDIDATE QUALIFICATIONS

Education:

• High school diploma or equivalent.
• An Associate degree in IT or a related field is preferred.

Experience and Skills:

• At least one (1) year of experience in IT support or customer service.
• Familiarity with Windows and Mac operating systems, basic networking, and commonly used software applications.
• Strong problem-solving skills, attention to detail, and a focus on delivering high-quality support.
• Excellent communication and interpersonal skills.
• Experience with a helpdesk ticketing system like ServiceNow, Zendesk, or Jira.
• Basic knowledge of Active Directory, Microsoft Office Suite, and remote desktop tools.

This role is ideal for an individual who is enthusiastic about technology and enjoys helping others solve problems. A successful Helpdesk Technician - Tier 1 will have a strong customer service mindset, a commitment to learning, and a dedication to delivering timely and effective IT support.

BENEFITS

• Training and career growth opportunities.
• Heath, Dental, Vision, and Life insurance.
• 401K Plan with a company match.
• Paid Vacation, sick leave, and paid holidays.
• Employee Assistance Program.
• Generous Employee Referral Bonus Program and more!

WORK SETTING

• In-person, Monday through Friday schedule.
• Corporate Office in Scottsdale, AZ.

Apply today and become part of the Cogir Family!