IT Helpdesk Technician

Axiom Care • Phoenix, AZ

4d • Remote

About The Position

The IT Technician is responsible for managing the Help Desk ticketing system, as well as providing Level I support for all tickets. A successful IT Technician can effectively, empathetically, and patiently communicate with users of varying technical skills to identify issues, provide and document troubleshooting steps, and solve problems in a timely manner. They will work to fulfil the department’s mission of empowering staff to provide premier quality patient care through the power of technology. Regular job duties include documenting and solving tickets through the ticketing system.

Shift: Nights and Weekends, Wed-Sun 2p-10p

This role requires a high degree of independent problem-solving, sound technical judgment, and comfort working autonomously during nights and weekends when other IT staff may not be immediately available. The IT Technician is expected to independently triage, troubleshoot, and resolve most issues end-to-end, escalating only when appropriate and with thorough documentation.
This is a primarily remote (work-from-home) position supporting nights and weekends. All required equipment will be provided by the company. The IT Technician is expected to perform all assigned duties remotely with the same level of availability, responsiveness, and professionalism as an in-office role. While the position is remote by design, occasional on-site or in-office support may be required for critical needs, special projects, or coverage gaps. Such on-site work is expected to be infrequent and generally limited to less than 10% of total working hours.

Who is Axiom Care?
Founded in 2012, Axiom Care is a Phoenix-based behavioral health organization that aims to ensure every Arizonan has access to compassionate, effective substance use treatment. With facilities in Maricopa and Pinal Counties, we offer comprehensive services including 24/7 observation, inpatient detoxification, residential treatment, outpatient treatment, and recovery housing with a focus on underserved populations.

Beyond our full-continuum community programs, we proudly operate specialty programs for the justice-involved (in partnership with ADCRR), for members of the Navajo Nation (in partnership with the Navajo Department of Health), and for Veterans (co-located on the Victory Place campus).

Together, we’re building a future where compassionate care is accessible to all – come be a part of it!

Requirements

• Highly proficient and professional communication skills.
• Intermediate knowledge of troubleshooting procedures within a Windows 10/11 environment.
• Intermediate knowledge of the Microsoft 365 and Entra ID environment.
• Intermediate knowledge of user management, access control, authentication, and policy of least privilege.
• Deep knowledge of computer hardware, particularly for laptops: CPU, RAM, SSD/HDD, Motherboards, Wi-Fi modules, Batteries.
• Knowledge of installation and restoration of various hardware systems such as Windows 10/11, UNIX/Ubuntu, and MacOS
• Understanding of SaaS systems.
• Strong proficiency with documentation.
• Proclivity for diagnostic troubleshooting, information gathering with novice end-users.
• Proven ability to communicate troubleshooting procedures with end-users of widely varying technical proficiency and literacy.
• Successful handling of an occasionally fast-paced, multi-tasking environment.
• Greater technical proficiency than the average end-user.
• Intermediate understanding of HIPAA security suggested guidelines, and best practices.
• Intermediate understanding of cyber security best practices and incident response.
• Ability to understand and troubleshoot TCP/IP issues.
• Ability to prioritize tasks based on urgency and severity.
• Ability to work with power tools, hand tools, and various hardware associated with IT infrastructure management, maintenance, and installation.
• Valid driver’s license and reliable transportation.
• Comfortability with traveling to various company locations at-notice.
• Desire for personal development and continued education or training within the field of Information Technology.
• High School Diploma, or equivalent.

Nice To Haves

• A+ certification desired but not required.
• Other relevant certifications such as COMPTIA NET+/SEC+ or any Microsoft certifications are a plus.
• Other relevant coursework, certifications, or hands-on experience in Information Technology is a plus.
• Advanced troubleshooting experience within the Microsoft 365 ecosystem.
• Advanced experience with the Windows 10/11 environment within a business setting.

Responsibilities

• Manage the Help Desk ticketing system (Zendesk), including ticket intake, prioritization, documentation, resolution, and closure.
• Meet and maintain SLA requirements and expectations for first contact, follow-ups, and resolutions.
• Coordinate with daytime staff on priorities and ongoing ticket communications.
• Serve as the first point of contact for employees seeking technical assistance through ticketing system, email, IM, and phone systems.
• Comfortable being the only IT resource available at times, able to diagnose and resolve issues end-to-end.
• Prioritize tickets based on severity level, impact on business operations, number of users affected, urgency, and dependencies.
• Independently troubleshoot tickets, identify root causes, and determine effective solutions with minimal guidance.
• Exercise sound judgment in determining when escalation is required, ensuring all troubleshooting steps, findings, and context are thoroughly documented prior to escalation.
• Provide regular updates to affected users including status update and resolutions, always offers follow up in accordance with open-door philosophy.
• Keep a well-maintained asset inventory, including documentation on maintenance, assignment of assets, and asset status.
• Set up and deploy new assets in accordance with company standards, policies, and procedures.
• Set up and deploy new user accounts for new employees throughout the company.
• Provide boots-on-the-ground support to all locations as needed.
• Implement lower-level projects and initiatives.
• Identify and report compliance and security risks through the appropriate channels and remediate when possible.
• Assist with other IT department initiatives, duties, projects as assigned.

Benefits

• Medical, Dental, and Vision
• 401(k) with up to 3.5% match
• Paid time off (PTO), paid sick time, and paid holidays
• Tuition Reimbursement
• Reimbursement for CMEs
• Free criminal record clearance for eligible justice-impacted staff through a partnership with Rasa Legal
• Employee Assistance Program (EAP)
• Voluntary benefits including group term life, voluntary term life, AD&D, short term disability, and accident coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees