Information Technology – Service Desk Technician – Tempe, AZ

Information Technology Service Desk Technician – Tempe, AZ

With general supervision and following standard operating procedures, this role provides excellent customer service to internal staff, clients, and partners by providing basic and routine technical and software related support. Ensures that end-user workstations, network performance, and proprietary SaaS application meets company and client requirements.

Responsibilities include the following:

  • Responds to routine incoming service requests and problems in a customer service oriented manner. Promptly acknowledges, prioritizes, tracks and documents service requests and problems while maintaining the confidentiality of information processed, stored or accessed by internal and external users. Escalates complex issues as appropriate.
  • Receives calls from partners and client troubleshoots basic and routine SaaS system issues including but not limited to new user requests, order issues, maintenance or changes in service.
  • Administers end-user workstations and supports end-user activities on a primarily Microsoft Windows-based local area network (LAN). Troubleshoots networks, systems and applications to identify and correct malfunctions and other operational difficulties.
  • Provides computer orientation to internal customers (e.g., employees) and provides technology support which includes but is not limited to mobile devices, hardware, applications and SaaS.
  • Ensures 24 hour technical support is available to internal and external stakeholders by participating in an on call rotation for afterhours support.
  • Collaborates with internal departments to identify opportunities where technology may increase the effectiveness and efficiency of business operations.
  • Conducts research on desktop products in support of PC procurement and development efforts. Evaluates and recommends products for purchase.

Required knowledge, skills and abilities to perform the role include the following:

Education, Licensure or Certification

  • A high school diploma or equivalent is required
  • Some college is preferred.
  • Technical certifications are strongly preferred

Work Experience or Related Experience

  • The ability to provide desktop and basic LAN support and assistance as described as normally obtained through 1-2 years’ experience providing support in the following areas: desktop, server, network, Microsoft applications and systems, telephony, Lenovo desktops/laptops, HP/Lenovo Servers, Hubs/Switches, and Desktop/Mobile phones. Experience with Active Directory and Exchange administration is preferred.
  • Previous experience with Windows OS 7 and 8, Server 2003/2012 R2, Standard, Active Directory, MS Office Programs, SCCM 2012, Anti-Virus / Encryption software, Ticket Management systems, Network monitoring, and Digital phone systems/software is preferred.
  • Previous experience troubleshooting and monitoring SaaS applications.
  • 1-2 years’ experience working in a service desk environment.
  • Medical or pertinent health care services industry experience preferred.

Specialized Knowledge, Skills & Abilities

  • Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present compelling solutions, portray professionalism and instill confidence.
  • Incumbents must have a good attention for detail and a strong proficiency with business and communications software.
  • Organizational and time management skills are required as is the ability to perform work with little direction.
  • The ability to work on multiple projects simultaneously.
  • Incumbent must have the ability to stand, sit, stoop, bend and reach. Must be able to use a telephone or headset equipment. On an infrequent basis, incumbents must be able to lift and move material weighing up to 20 lbs. to move computers or system equipment, and function in an environment with constant interruptions.
  • The ability to maintain a flexible schedule to accommodate on-call rotations as described is required.
  • Travel is typically not required for this position but may be requested to service offsite locations and attend technical conferences or team meetings.

NOTE: To apply for this position, please send your resume and/or relevant work experience to