Service Desk Technician

Position Summary: As a Service Desk Technician, you will play a key role in supporting IT services, ensuring seamless operations and a positive user experience. This hybrid position (4 days onsite, 1 day remote) requires a collaborative, detail-oriented professional with excellent troubleshooting skills and a passion for high-quality support.  Office location is in Chandler, AZ. Essential Job Functions: Support: Act as the primary point of contact for IT assistance via phone, instant messaging, email, and the ticketing system. Resolve incidents and fulfill requests within defined SLAs, leveraging strong troubleshooting skills to address hardware, software, servers, web applications, and system access issues. Manage user accounts and permissions in Active Directory, Azure, Dynamics, and other third-party applications. Hardware Management: Manage the deployment and tracking of IT hardware. Ensure devices are ready for employees and properly documented. Perform regular audits of hardware assets to maintain accurate records. Process Improvement: Collaborate with the IT team to evaluate and streamline processes. Contribute to ongoing service enhancements. Provide feedback on user experiences to inform and improve IT services design. Professional Growth: Participate in hands-on projects, such as implementing new systems or upgrading existing infrastructure. Stay engaged in learning opportunities to expand technical knowledge and skill sets. Knowledge, Skills, Abilities: Technical Experience: Minimum of 2 years in an IT-related role, with hands-on experience in Microsoft Active Directory or EntraID required. Strong troubleshooting skills in diagnosing and resolving complex technical issues. Familiarity with InTune for device management is strongly preferred. Experience with Microsoft Azure, macOS, and cloud-based collaboration tools like Office 365 is required. Demonstrated ability to manage hardware inventory and coordinate device deployment. Skills and Attributes: A passion for delivering excellent customer service and meeting employee needs; experience providing “white glove” service is a bonus. Effective communication skills, with the ability to explain technical concepts to non-technical users. A team player who values accountability, transparency, and continuous improvement About Us: At Penn Foster Group, we are transforming online learning to help learners by uniting Penn Foster, CareerStep, Ashworth College, James Madison High School, the New York Institute of Photography, the New York Institute of Art and Design, and other education platforms. Together, we create an accelerated path to greater economic mobility through real-world skills and knowledge that enable them to achieve long-term success in the workplaces of the future. Our history dates back to 1890 when our founder, Thomas Foster, pioneered distance education by offering training by mail for coal miners to get the necessary skills for safer jobs. Today, with the partners who use our education and training programs, we continue that mission of providing accessible training and education for in-demand skills and are building a workforce that’s prepared for the future job market. Equal Employment Opportunity:  We strive toward Diversity, Equity, and Inclusion at Penn Foster Group by intentionally building teams that are diverse – in identities, lived experiences, and ideas to create a culture where people feel connected to each other and have a sense of belonging. We value diversity, equity, and inclusion because it is the foundation that enables us to achieve what we set out to do as an organization – from maximizing the number of learners who can reach their goals while giving them the kinds of experiences we want them to have, to becoming the type of company we want to work in. What We Offer: We offer a robust benefits package that includes medical, dental, vision, flexible spending, generous paid time off, sponsored volunteer opportunities, a 401K with a company match, plus free access to all of our online programs