IT SUPPORT SPECIALIST II

SOUTHWEST MEDICAL IMAGING•Scottsdale, AZ

8d•Hybrid

About The Position

As an IT Support Specialist II based in our Scottsdale business office, you will provide exceptional customer service and deliver first- and second-level technical support to internal and external users. This role supports a wide range of technologies, including desktop and peripheral hardware, as well as client-side business and healthcare applications. You will manage incident requests through phone support and an electronic ticketing system, ensuring timely resolution and effective communication. The position also involves handling escalations from Tier 1 support and collaborating with other IT team members to resolve complex issues. Travel within the Phoenix area is required to provide onsite support as needed.

Requirements

Superior customer service skills
Effective written and verbal communication skills across a diverse user base
Able to work around medical office hours (includes nights and/or weekends as needed)
Adaptable to changing priorities, tasks, and work schedules
Excellent analytical and problem-solving skills
Able to work under pressure and with time constraints
Ability to handle multiple tasks simultaneously
Current and valid driver’s license with reliable transportation
Minimum of 2 years in a business IT support tier 1
Desktop hardware repair experience including personal computers and printers.
Experience with modern Windows Operating systems and Apple OS

Nice To Haves

Experience using an IT ticketing solution (Remedy, ServiceNow, Service Desk, etc.)
Previous experience in Healthcare Information Systems (PACS, RIS)
Experience managing users, groups, and computers in Active Directory.
Knowledge in supporting mobile technologies including cell phones and laptop encryption.
Certifications relating to helpdesk or desktop support, such as: A+, Net+, MCP or MCDST
Experience in maintaining asset inventory (organization, replenish, procurement, and research).
Experience with adhering to ITIL standards (incident and change management).
Experience working in a 24x7 zero downtime IT environment.

Responsibilities

Answer incoming technical trouble calls via phone, face-to-face, and email from staff and physicians.
Build rapport and elicit problem details from help desk customers.
Make an initial assessment of requests, attempt to resolve, or refer to someone who can.
Keep customers informed on request status and progress.
Perform post-resolution follow-ups to help requests.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Participate in the delivery of a full range of customer support services to the organization: installing, configuring, upgrading, and troubleshooting any hardware and software components.
Present formal and informal information technology training and assistance to customers.
Use and develop best practice guidelines and knowledge base articles for end users.
Assist with enforcing security and privacy requirements on user software and network environments.
1st and 2nd level support for technologies including computer hardware (desktops, laptops, tablets, printers) and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces.
Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults.