Help Desk Lead

Position Summary Pyx Health is seeking a customer-focused and hands-on Help Desk Technician to serve as the first point of contact for technology support across the organization. This role supports approximately 230 employees, both in person and remotely, in a Microsoft-based, HIPAA-regulated, HITRUST-certified environment. The ideal candidate enjoys solving problems, communicates clearly with non-technical users, documents their work thoroughly, and knows when to escalate. This is a fully on-site position based at our Tucson, Arizona office; remote or hybrid work is not available for this role. Key Responsibilities End-User Support & Service Desk Respond to, triage, resolve, and document support requests in SolarWinds Service Desk within defined service levels.Provide in-person desk-side support at the Tucson office and remote support for distributed employees.Handle password resets, MFA issues, and access requests according to documented approval workflows.Escalate complex issues to the appropriate IT team member with clear, complete ticket notes.Participate in an after-hours on-call rotation for urgent issues, with a defined response window. Hardware & Endpoint Management Manage the hardware lifecycle for laptops and peripherals, including provisioning, Intune and Autopilot enrollment, asset tagging, deployment, recovery, and coordination of secure disposal.Support Windows and macOS endpoints, including device compliance issues and software deployment under IT team direction. Onboarding & Offboarding Execute employee onboarding and offboarding, including account setup in Microsoft 365 and Entra ID, equipment preparation, and timely access removal. Contact Center & Telephony Support Troubleshoot contact center and telephony issues for call center staff, including Five9 softphone and browser-based calling, RingCentral, headsets, and home network quality.Gather logs and coordinate with vendor support to resolve recurring or complex issues. Documentation & Compliance Write and maintain knowledge base articles and user-facing guides that help employees resolve common issues themselves.Maintain accurate ticket records that support HIPAA and HITRUST requirements, including access provisioning, incident logging, and routine maintenance documentation.Follow IT policies, procedures, and controls to protect the security and privacy of company and member information.