IT Help Desk Tech

Job Summary

The IT Support Specialist serves as the primary on\-site point of contact for all internal staff technical needs. This role is the "backbone" of our daily digital operations, responsible for maintaining, troubleshooting, and upgrading hardware and software systems across our facilities in Metro Phoenix, Tucson, and Flagstaff.

The ideal candidate is a proactive problem\-solver who can translate complex technical issues into clear, actionable solutions for non\-technical staff. Beyond daily troubleshooting, this individual acts as our vital "boots on the ground" liaison, coordinating directly with our third\-party managed service provider and managing on\-site vendor repairs to ensure our clinical and administrative teams stay connected and efficient.

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Key Responsibilities

1\. End\-User Support \& Troubleshooting

• Provide Tier 1 and Tier 2 support for hardware (PCs, laptops, tablets) and software (SaaS, internal databases, EMR/EHR systems).
• Respond to help desk tickets with speed and empathy, ensuring minimal downtime for clinical and administrative staff.
• Troubleshoot peripheral devices including printers, scanners, and point\-of\-care medical equipment (e.g., hCG diagnostic tools).

2\. System Maintenance \& Security

• Security Infrastructure: Assist in the management of the facility’s physical security tech, including IP surveillance cameras, key card access readers, and panic button integration.
• Cybersecurity: Ensure all workstations are patched, encrypted, and running updated antivirus software. Assist in maintaining HIPAA\-compliant data environments.
• Asset Management: Track and maintain an inventory of all company\-issued hardware and software licenses.

3\. Network \& Infrastructure

• Monitor local area networks (LAN), Wi\-Fi connectivity, and VoIP phone systems
• Assist with the setup and configuration of new server hardware or cloud\-based storage solutions during facility expansions/relocations.
• Manage the "IT Closet" environment, ensuring proper cable management and climate control.

4\. Vendor \& Partner Liaison

• On\-Site Coordination: Serve as the primary local point of contact and liaison for the third\-party IT managed service provider (MSP) to ensure tasks are completed according to facility needs.
• Local Issue Escalation: Identify technical issues that require Tier 3 support and effectively communicate physical observations to the remote IT vendor to speed up troubleshooting and resolution.

5\. Onboarding \& Training

• Execute the IT portion of the employee onboarding process (setting up workstations, creating credentials, and configuring email/Slack/Teams).
• Conduct brief training sessions for staff on new software rollouts or updated security protocols (e.g., MFA/2FA implementation).
• Mobile Onboarding: Configure and manage company email and productivity apps on both corporate\-issued and personal mobile devices using Mobile Device Management (MDM0 software. Assist staff with the secure installation of company profiles to ensure seamless access to work resources while maintaining data privacy.
• Create and update “How\-To” guides for staff to reduce the number of basic repeat tickets for things like printer setups or password changes.

Technical Competencies

Category: Preferred Skillset

Operating Systems \- Windows 10/11, MacOS, Windows Server 2022

Software \- Microsoft 365 (Admin Center), SharePoint, Zoom/Teams, Slack

Networking \- TCP/IP, DNS, VPN configuration, Ubiquiti or Cisco hardware

Compliance \- HIPAA/HITECH standards, SOC2 awareness

Security \- CCTV/NVR systems, HID/Access Control software, MFA/2FA, Antivirus

Qualifications

• Education: Associate’s or Bachelor’s degree in a technical field, or 2\+ years of hands\-on IT support experience in lieu of a degree.
• Certifications: CompTIA A\+, Network\+, or Microsoft Certified Professional (MCP)
• Experience: 2–4 years in an internal help desk or desktop support role. Experience in a healthcare or high\-security environment is a plus.

Soft Skills (The "Human" Element)

• Communication: Ability to explain why the "blue screen" happened without making the user feel like they did something wrong.
• Adaptability: Comfortable shifting from a routine software update to an emergency network outage in a high\-pressure clinical environment.
• Integrity: Must be comfortable handling sensitive data and maintaining the highest levels of confidentiality.

Physical Requirements

• Must be able to lift up to 50 lbs. (servers, monitors, UPS batteries).
• Ability to crawl under desks for cabling or climb ladders for camera/AP maintenance.