IT Technician

Job Description

Job Description

Who we are:  

EMPACT- Suicide Prevention Center, part of the La Frontera family, is an industry leading non-profit organization dedicated to providing valued community services and resources for behavioral health counseling, crisis intervention, and suicide prevention since 1987. We are an EEO/AA Employer. 

What you’ll do:

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. *This position is open to Phoenix, AZ valley area residents only. *YOUR APPLICATION WILL BE REJECTED IF YOU ARE NOT A RESIDENT OF THE PHOENIX, AZ AREA. 

Essential 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.

What you’ll provide:

• 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 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.

What you’ll experience:

• The typical work environment will be an EMPACT office, indoors. Periodic work outside will be required.
• Employees must be able to lift at least 30 pounds and be able to properly move desktops, laptops, and monitors. Occasional heavy lifting will be required in a team-lift scenario (carrying very heavy UPS units, etc.).
• Employees must be able to drive a company van and must not lose their ability to drive during their employment.
• Employees must be able to work staggered schedules as needed to meet the IT needs of the company.
• Travel to other EMPACT locations is typical, but a company vehicle will be provided, or mileage will be reimbursed.
• While performing the duties of this job, the employee may be regularly required to stand, sit, talk, hear, reach, stoop, kneel, and use hands and fingers to operate a computer, telephone, and keyboard.

What we’ll offer:

(Full-time employees)

• Generous PTO 
• 10 paid holidays per year 
• Medical plans (3 choices) 
• Dental plans (2 choices) 
• Vision plans (2 choices) 
• 403(b) retirement plan 
• Retirement Allowance 
• Company paid Life/AD&D and Long-term Disability 
• Voluntary additional Life and Short-term Disability 
• Tuition Reimbursement 
• Licensure Reimbursement
• Elder Care assistance 
• Pet Insurance and much more!

EMPACT-SPC is licensed by the Arizona Department of Health Services, and accredited by the American association of Suicidology (AAS) and The Commission on Accreditation of Rehabilitation Facilities (CARF). 

EMPACT-SPC/La Frontera Arizona provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. 

All employees of EMPACT-SPC and La Frontera Arizona are employees "at will" as that term is understood in the State of Arizona. This means that employment may be terminated at any time without prior notice and for no stated reason. 

EMPACT-SPC/La Frontera Arizona reserves the right to modify position descriptions as needed and without notice. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.