Help Desk Technician

Job Title: Help Desk Technician (Tier 2)

Location: Scottsdale, AZ (located specifically in North Scottsdale, at East Bell Road and the 101)

Compensation: Depends on experience

Job Type: Full Time with Benefits (Life, Dental, Health, Vision, 401k)

Schedule: On-Site Monday through Friday 9 AM to 5 PM. After hours or weekend support may be needed occasionally for special projects. NO major holidays.

Position Description:

This position is responsible for providing excellent customer service, troubleshooting, triaging, and resolution or

ensuring accurate escalation of technical issues relating to PC hardware, software, and information systems. You will provide advanced helpdesk computer support to more than 200 employees at multiple locations in Arizona.

Primary Job Responsibilities:

• Provide Tier 1 and Tier 2 level desktop support via phone, email, and ticketing system.

• Follow and maintain documented IT procedures.

•Tracks issues in our ticketing system to ensure staff needs are addressed and resolved.

• Manage user accounts , permissions, and access rights in Windows Active Directory.

• Participate in process improvement discussions.

• Maintains excellent written and verbal communications with staff, management, and colleagues.

• Utilizes our ticketing system to document, log, and escalate tickets and coordinates escalations to

appropriate technical personnel for problem resolution.

• Prioritizes workloads, coordinates activities, and ensures that activities comply with our best practices.

• Develops and provides subject matter expertise and analytical skills to review standard processes and

offer improvement recommendations.

• Identifies, researches, and resolves technical issues.

Required qualifications to be successful in this role:

• Proven track record of following established IT protocols and documentation.

• Excellent teamwork and collaboration skills are vital to succeed in this position.

• Experience working on a helpdesk team and excellent customer service skills.

• 3+ years of Microsoft Office365 Administration support experience.

• 3+ years of Tier 2 desktop support-related work experience.

• 3+ years of experience with troubleshooting Windows 10/11 computers.

• 3+ years of experience with Windows Server Active Directory, Helpdesk level (PW reset, account creations, group changes, etc.)

• Experience with VOIP.

• Familiarity with networking concepts (TCP/IP. DNS and DHCP).

• Experience with installing network cable and patch panels (terminating and testing) Ethernet and fiber.

• Ability to diagnose and resolve advanced computer technical issues.

• Detail oriented to keep detailed notes in service tickets.

• Good organization and time management skills.

• Exceptional customer service and communication skills.

• Good analysis and problem resolution skills.

• Must be able to multitask.

• Always work for the team, no matter how busy your workload gets.

• Strong Moral and Ethical Conduct.

• Be able to lift 50 lbs.

Preferred Qualifications:

• Excellent Documentation skills.

• Computer deployment automation for Dell laptop/Desktops.

• Certifications: A+, Network+, or Security+

Build your career with us.

Be a part of a fast-growing healthcare facility that focuses on changing medicine and patient care. We are looking for a candidate that is willing to grow with us and take their career by the reins. This individual must be a self-driven forwardthinker with great personal skills and a solid work ethic.

Please note that final job offer may be contingent on successfully passing a background check and drug screen.

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