IT Technician

Support end-user workstation hardware and software for the agency Troubleshoot technical issues in person, on-site, and remotely through the service desk and ticket handling system Respond to and handle service desk alerts, walk-ins, calls, and emails Coordinate equipment pickup and drop-offs Triage service desk calls and determine escalations Conduct IT site visits and remotely assist employees with troubleshooting Document issues and solutions in ITSM tools and OneNote Train end-users on basic software, hardware, and peripheral device operation Maintain and service desktops, laptops, company mobile devices, and desk phones; coordinate replacements Manage inventory, device locations, check-ins, check-outs, reconditioning, decommissioning, and archiving Maintain end-user device security and compliance using Windows Updates and WSUS; perform reimaging Administer Active Directory accounts, including creation, password resets, and multifactor authentication Participate in the computer incident response plan Work with stakeholders to understand needs and concerns and communicate technical matters at a non-technical level Perform additional duties assigned by management 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 IT experience within a healthcare organization is preferred CompTIA A+ certification is preferred ITIL v4 Foundations is a plus Excellent time management skills and ability to meet deadlines Strong attention to detail Critical thinking capability Excellent verbal and written communication skills Exceptional customer service skills Proactive and independent with ability to take initiative Excellent organizational skills Must be a resident of the Phoenix, AZ area If driving on agency time or business, valid Arizona driver license, appropriate liability insurance, and approval for liability coverage are required At hire, a 3-year state driving record with no major infractions or excessive violations/tickets is required Ability to lift at least 30 pounds and move desktops, laptops, and monitors Ability to perform occasional heavy lifting in a team-lift scenario Ability to drive a company van and maintain driving ability during employment Ability to work staggered schedules as needed Ability to travel to other EMPACT locations Core Competencies Demonstrates expertise in desktop support, including troubleshooting hardware and software issues, managing end-user devices, and ensuring compliance with security protocols. Proficient in customer service and communication, with the ability to train users and document technical solutions effectively. Highest-signal resume keywords Desktop Support Experience Microsoft Operating Systems Knowledge CompTIA A+ Certification Active Directory Administration Customer Service Skills ATS Optimization Keywords Hard Skills Troubleshooting Device Management ITSM Tools Windows Updates Reimaging Networking Concepts Inventory Management Technical Documentation Multifactor Authentication Service Desk Operations Soft Skills Time Management Attention to Detail Critical Thinking Verbal Communication Written Communication Organizational Skills Proactive Initiative Customer Service Orientation Certifications & Qualifications CompTIA A+ Certification ITIL v4 Foundations Industry Keywords Healthcare IT Experience End-User Device Security Incident Response Plan Mid-to-Large Work Environment Phoenix, AZ Residency Tools & Technologies ITSM Tools OneNote Windows Operating Systems Office Products WSUS #J-18808-Ljbffr