IT Technician EMPACT

La Frontera Center Inc.•Tempe, AZ

3d•Onsite

About The Position

The IT Technician is responsible for supporting end-user workstations’ hardware and software for the agency. They will troubleshoot technical issues in person, on-site, and remotely through our service desk and ticket handling system. The IT Technician delivers excellent customer service while responding to and handling service desk alerts, coordinating equipment pickup and drop-offs, while following the department and Agency’s protocols, policies, and procedures. This position involves on-call rotation that requires after-hours support and may also adjust work hours to perform maintenance tasks during times least impactful to the organization. Phoenix, AZ valley area residents only YOUR APPLICATION WILL BE REJECTED IF YOU ARE NOT A RESIDENT OF THE PHOENIX, AZ AREA.

Requirements

High School Diploma or equivalent required.
Minimum of 2 years’ experience in desktop support in a mid-to-large work environment.
Knowledge of Microsoft Operating Systems, Office Products, and networking concepts required.
Excellent time management skills with a proven ability to meet deadlines.
Strong attention to detail.
Critical thinking with capability to execute.
Excellent verbal and written communication skills. Exceptional customer service.
Proactive and independent with the ability to take initiative.
Excellent organizational skills.
If driving while on agency time or on agency business, a valid Arizona driver license and appropriate liability insurance and approval for liability coverage with EMPACT - SPC’s liability insurance carrier is required. At time of hire, a 3-year state driving record with no major infractions or excessive driving violations/tickets is required.

Nice To Haves

IT experience within a healthcare organization is preferred
CompTIA A+ certification is preferred
ITIL v4 Foundations is a plus.

Responsibilities

Good understanding of computer systems, mobile devices, and other tech products.
Primary first-tier response for the Service Desk from walk-ins, answering calls, and e-mails associated with the IT Service Desk. Work with the team to solve all service desk issues that arise. Triage calls and determine what calls need to be escalated and to whom.
Primary contact on IT site visits or remote assist employees in troubleshooting IT issues.
Take ownership and responsibility of issues and document solutions within the IT Service Management (ITSM) tools and OneNote.
Familiarize and train end-users with basic software, hardware, and peripheral device operation.
Ability to support and perform maintenance on end-user workstations and telephony (desktops, laptops, company mobile devices, desk phones) and coordinate service replacement.
Maintain inventory management with ITSM tools, inventory, device locations, check-ins, check-outs, and device reconditioning for new-hires, transfers, device decommissioning, and archival.
Maintain end-user device security and compliance with Microsoft Windows Updates and Windows Server Update Services (WSUS), and reimaging.
Active Directory user account administration, account creation, password resets, and multi-factor authentication management.
Maintains a secure computing environment for employees and clients and participates in the computer incident response plan (CIRP).
Be an ambassador for the team in order to work with stakeholders on understanding their needs and concerns. Clearly communicate with stakeholders at a non-technical level to build confidence and trust.
Additional duties as assigned by the supervisor or member of management.