IT DESKTOP SUPPORT SPECIALIST

SOUTHWEST MEDICAL IMAGING • Scottsdale, AZ

1d • Hybrid

About The Position

The IT Desktop Support Specialist provides first- and second-level technical support for desktops, peripherals, and client applications while delivering excellent customer service. The role manages incidents by phone and through ticketing systems, resolves escalated Tier 1 issues, and may travel to sites within the greater Phoenix area as needed. The position is primarily office-based, with occasional work-from-home days.

Requirements

• At least 2 years of business IT support experience at Tier 1.
• Desktop hardware repair experience.
• Experience with modern Windows and Apple operating systems.
• Superior customer service skills.
• Effective written and verbal communication skills.
• Ability to work around medical office hours, including nights and/or weekends as needed.
• Adaptability to changing priorities and work schedules.
• Excellent analytical and problem-solving skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Valid driver’s license and reliable transportation.

Nice To Haves

• Experience with IT ticketing solutions such as Remedy or ServiceNow.
• Experience with healthcare information systems such as PACS or RIS.
• Experience managing users, groups, and computers in Active Directory.
• Knowledge of mobile technologies and laptop encryption.
• Relevant certifications such as A+, Net+, MCP, or MCDST.
• Experience with asset inventory management.
• Familiarity with ITIL standards.
• Experience in a 24x7 zero-downtime IT environment.

Responsibilities

• Answer technical trouble calls by phone, face-to-face, and email; build rapport and gather problem details.
• Assess requests, attempt to resolve them, or refer them to appropriate personnel.
• Keep customers informed about request status and progress, and perform post-resolution follow-ups.
• Record, track, and document help desk requests and the problem-solving process.
• Install, configure, upgrade, and troubleshoot desktop hardware and software components.
• Provide IT training and assistance to customers.
• Develop best-practice guidelines and knowledge base articles.
• Enforce security and privacy requirements in user software and network environments.
• Provide first- and second-level support for desktop technologies.
• Troubleshoot and resolve complex software problems.

Benefits

• Medical, dental, and vision coverage.
• Health Savings Accounts (available if enrolled in a high-deductible plan).
• Flexible Spending Accounts.
• Dependent Care Reimbursement Accounts.
• Employee Assistance Program (available if enrolled in the health plan).
• 401(k) retirement plan.
• Paid Time Off.
• Company-paid basic life and AD&D insurance.
• Voluntary life insurance.
• Voluntary short-term disability.
• Company-paid long-term disability.
• Pet discount program.
• Six paid company holidays.
• Floating holiday, jury duty, and bereavement leave.
• Tuition reimbursement.
• Competitive salary.
• Leadership mentoring opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed