Passport Health - IT Help Desk Technician

About Passport Health - Passport Health is the largest and leading provider of travel medicine and immunization services in North America. With 300+ clinics across the U.S. and Canada, we are committed to providing first-class medical care and ensuring travelers are protected against vaccine-preventable diseases. Our team of highly trained healthcare professionals educates and prepares clients for safe, healthy travel.

About the Role - This role requires comfort managing a high volume of incoming IT inquiries and serving as a friendly, knowledgeable voice for internal users. The IT Help Desk Technician must be confident handling phone calls, clearly explaining technical issues to non-technical users, and prioritizing requests in real time while maintaining excellent customer service.

Key Responsibilities

Serve as the first point of contact for all incoming IT inquiries via Zendesk tickets, phone calls, and internal communications.
Manage and triage incoming requests, determining priority, urgency, and appropriate resolution path.
Provide Tier 1 technical support via Zendesk tickets and live phone support.
Communicate clearly and professionally with users to gather information, set expectations, and explain resolutions.
Follow up on outstanding requests to ensure timely resolution and user satisfaction.
Assist remote users with internet connectivity, desktop, printer, and phone-related issues.
Create user accounts and configure hardware as part of the onboarding process.
Troubleshoot and resolve hardware and software issues.
Participate in team collaboration for after-hours/weekend support for scheduled projects.

Current Opening Details:

Pay: $22.00 - $24.00
Location: Phoenix, AZ (on-site only)
Schedule: Wednesday-Sunday; Business Hours

Required Experience

Comfort managing inbound phone calls and speaking with users throughout the workday.
Strong ability to communicate technical concepts clearly to non-technical users, both verbally and in writing.
Proven ability to manage multiple incoming inquiries simultaneously while maintaining organization and attention to detail.
Customer-first mindset with confidence handling real-time support interactions.

Qualifications

1–2 years of experience in a technical help desk or desktop support role.
Strong knowledge of Windows, Google Collaboration Apps, Chrome, and Microsoft Office.
Excellent written and verbal communication skills.
Exceptional customer service skills and ability to troubleshoot with non-technical users.
Experience with ticketing systems and remote-control software.
Tier 1 understanding of IT tools such as Active Directory and Group Policy Objects (GPO).
Experience installing, troubleshooting, configuring, maintaining, and repairing IT hardware including laptops, printers, scanners, peripherals, and mobile devices (iOS, Android).
Tier 1 support knowledge for networking (TCP/IP, Wi-Fi).
Base-level understanding of server/domain environments.
Ability to lift and carry up to 50 lbs.

Passport Health

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