IT Service Desk Tech I

Monogram Health • Tempe, AZ

1d

About The Position

Monogram Health is seeking a motivated and customer-focused Tier 1 Help Desk Technician to join our growing IT team. This role is ideal for individuals looking to launch or further develop their career in technology while working alongside a collaborative team that values personal and professional growth. Unlike a traditional IT support environment, this position operates within a healthcare setting and requires adherence to HIPAA regulations, strong attention to detail, and a commitment to providing exceptional technical support to end users such as healthcare providers and corporate employees.

Requirements

• High School Diploma or GED required.
• Experience using remote support and troubleshooting tools and meeting Service Level Agreement (SLA) expectations.
• Familiarity with IT service management and ticketing platforms such as FreshService, Jira, and ServiceNow
• Basic networking knowledge and security best practices, with intermediate understanding of common software and hardware technologies.
• Basic to intermediate understanding of Microsoft Azure / Entra ID, Active Directory (on-premises environments)
• Ability to research solutions independently and manage time effectively.
• Active participation in maintaining and improving team resources and processes.
• Ability to remain engaged and available during critical incidents and emergency situations, with a composed demeanor
• Maintain a customer service mindset and willingness to assist users whenever needed.
• Effective verbal and written communication skills to interact professionally with all levels of leadership and stakeholders, including the ability to communicate technical information clearly to both technical and non-technical audiences.

Nice To Haves

• Associate or bachelor's degree in computer science, Information Technology, or a related field preferred.
• Minimum of one (1) of professional IT support experience preferred.
• Current CompTIA A+ Certification preferred.
• Relevant Google Certifications preferred.

Responsibilities

• Deliver Tier 1 technical support to end users in a healthcare environment.
• Complete telephone troubleshooting and triage of hardware, software, application, and connectivity issued with approximate resolution time of 30 minutes.
• Research and resolve technical problems before escalating as appropriate.
• Appropriately escalates to next level for more complex problems or those requiring longer resolution time.
• Manage and prioritize support tickets while meeting established SLA requirements.
• Document incidents, troubleshooting steps, and resolutions accurately.
• Communicate system issues, outages, and incident updates effectively and promptly.
• Continuously identify opportunities for process improvement and provide feedback to enhance support operations.

Benefits

• Comprehensive Benefits - Medical, dental, and vision insurance, employee assistance program, employer-paid and voluntary life insurance, disability insurance, plus health and flexible spending accounts
• Financial & Retirement Support – Competitive compensation, 401k with employer match, and financial wellness resources
• Time Off & Leave – Paid holidays, flexible vacation time/PSSL, and paid parental leave
• Wellness & Growth – Work life assistance resources, physical wellness perks, mental health support, employee referral program, and BenefitHub for employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED