IT Help Desk Technician I

evolvedMD•Scottsdale, AZ

7h•$46,000 - $52,000•Hybrid

About The Position

The Help Desk Technician I is the front door of IT at evolvedMD. This role owns the day-to-day support experience for clinicians and staff across five states — onboarding new hires, provisioning devices and access, resolving the issues that get in people's way, and making sure nothing sits in a queue waiting. This is a newly created position. evolvedMD is bringing end-user support in house after operating it through a managed service provider, and this role is the reason that's possible. You are not inheriting a mature service desk — you are helping build one, alongside an AI help desk agent that handles routine requests and a senior engineer who backs you on anything complex. The role reports to the CISO and is one of three internal IT employees. Our team is small by design, which means your work is visible, your judgment matters, and there is no layer between you and the people you support. It also means ownership: if you take a ticket, it is yours until it is resolved or properly escalated. You will work inside a HIPAA-regulated environment supporting behavioral health clinicians. When a clinician cannot get into their EHR, a patient visit is affected. That urgency is real, and it shapes how we work.

Requirements

1–2 years of help desk, desktop support, or service desk experience in a professional environment. Internships, university IT, or campus help desk experience counts.
Working knowledge of Microsoft 365 from an end-user support perspective: Outlook, Teams, SharePoint, OneDrive.
Familiarity with Entra ID (Azure AD) fundamentals — user accounts, groups, password and MFA resets.
Comfort with Windows 11 troubleshooting: profiles, applications, connectivity, performance, and peripherals.
Experience working in a ticketing system and a habit of documenting as you go.
Basic networking literacy: Wi-Fi, VPN, DNS, and knowing when a problem is not yours to solve.
Genuine customer service instincts. You will support clinicians who are between patients and short on time. How you communicate matters as much as what you fix.
Discretion with confidential information and a willingness to learn HIPAA requirements as they apply to your work.
Ability to work on site in Phoenix and handle occasional physical tasks — device setup, equipment moves, conference room support.

Responsibilities

Serve as the primary point of contact for clinician and staff support requests across Microsoft 365, Windows endpoints, and business applications.
Own tickets end to end: acknowledge, triage, resolve, document, and close — with clear communication to the requester throughout. No ticket goes quiet.
Triage by impact. A clinician locked out of the EHR is not the same as a printer issue, and you will be trusted to tell the difference and act accordingly.
Support users through Microsoft Teams chat, phone, email, and in person — meeting people where they already work rather than requiring them to file into a queue.
Escalate cleanly to Tier 2/3 when an issue exceeds your scope, with context and troubleshooting already documented so the escalation does not start from zero.
Execute new hire provisioning: Entra ID account creation, license assignment, group membership, mailbox setup, and application access, completed ahead of start dates.
Process offboarding and deprovisioning promptly and completely, ensuring access is revoked across all systems.
Handle routine access requests, MFA resets, and password resets in accordance with documented approval workflows.
Maintain accurate records of every access action. In a HITRUST environment, access requests must flow through a single documented ticket process — you are the operator of that process, and its integrity depends on your consistency.
Provision, configure, and deploy Windows endpoints using Intune and Autopilot.
Manage the device lifecycle: enrollment, asset tagging, shipping to remote staff, and collection and wipe on separation.
Maintain an accurate asset inventory — device, assignee, location, and status. This is a compliance requirement, not an administrative nicety.
Troubleshoot hardware, peripherals, printers, and conference room equipment; handle on-site physical tasks as needed.
Escalate endpoint compliance and policy issues to the Senior Cloud & Security Engineer.
Document every recurring issue and resolution in the knowledge base. If you solved it twice, it should be written down before the third time.
Partner with the CISO to tune and improve our AI help desk agent — identifying which requests it should handle, where it falls short, and what knowledge it needs to resolve more at first touch.
Build and maintain end-user guides so staff can self-serve where it makes sense.
Contribute to service desk workflow design in Freshservice as the practice matures.
Monitor the queue for aging tickets and surface anything at risk of breaching response expectations before it does.
Track and report ticket volume, categories, and resolution times — this data directly informs how we staff and automate going forward.
Participate in incident and change processes, including documenting actions taken during service disruptions.
Support periodic access reviews and compliance evidence collection by maintaining clean, complete ticket records.