Endpoint Operations Technician I

Arizona Liver Health•Chandler, AZ

2d•Onsite

About The Position

Arizona Liver Health (ALH) is dedicated to driving high standards of care and advancing medical innovation through leading clinical trials, ensuring patient safety and regulatory compliance, and generating high-quality clinical data. Our network of multiphase, multitherapeutic research, standard of care, and VEN Centers sites is staffed by skilled providers, research, clinic, pharmacy, and patient outreach professionals. ALH operates state-of-the-art facilities and programs to meet the evolving needs of clinical research and overall patient treatment.

Requirements

High school diploma or GED from an accredited institution required.
At least two (2) years of Tier II helpdesk or technical support experience.
CompTIA A+ certification required.
Ability to drive, must have a valid driver's license and in the good standing with the Dept. of Motor Vehicles.

Nice To Haves

CompTIA Network+ preferred.
Microsoft Certifications preferred.

Responsibilities

Provide Tier I and Tier II technical support to staff across all sites for hardware, software, and peripheral devices owned by the Institute for Liver Health or contracted vendors.
Manage and Triage ticketing system [FreshService] incident queue based on priority and escalation requirements to meet service level agreements.
Communicate with users in a professional, respectful manner to address IT needs and expectations.
Document and regularly update status of incidents, service requests, and projects.
Provide endpoint support including routine testing, imaging, and quality assurance of hardware/software before deployment.
Independently resolve basic support issues; escalate complex problems to senior technicians.
Maintain a neat and organized workspace to protect assets and ensure safety.
Participate in IT and enterprise project tasks and attend related meetings.
Maintain documentation related to incident resolution, procedures, and knowledge base articles.
Collaborate with the team to identify areas for training and process improvement.
Support network infrastructure including cabling, switch/router installation and basic configuration.
Troubleshoot network and internet connectivity issues; extend and configure existing infrastructure as needed.
Manage 3CX phone system and provide basic troubleshooting.
Perform Active Directory management including user and computer account creation/removal, GPO management, and workstation scripting.
Support in-house A/V systems.
Provide basic support for Fibroscan equipment (training provided) and occasionally transport systems.
Monitor and Manager IT asset inventory and supplies; escalate when low.
Document asset deployment and retirement lifecycle.
Participate in training sessions and stay current on IT trends and technologies relevant to healthcare and endpoint support.
Frequently travel to offsite or satellite locations to provide IT support using company or personal vehicle.
Perform miscellaneous duties and special projects as assigned.