IT Desktop Support Specialist

Job Title

IT Desktop Support Specialist

Department

Information Technology

Reports to

IT Support Services Manager

Status

Full Time/Non-Exempt

IT Desktop Support Specialist Position Summary (Work location is in office) Deliver excellent customer service and provide first- and second-level technical support for desktops, peripherals, and client applications. Manage incidents via phone and ticketing systems, travel onsite within greater Phoenix area as needed, and resolve escalated Tier 1 issues.

IT Desktop Support Specialist Responsibilities

• Answer technical trouble calls via phone, face-to-face, and email. Build rapport and elicit problem details.
• Assess requests, attempt to resolve, or refer to appropriate personnel.
• Keep customers informed on request status and progress. Perform post-resolution follow-ups.
• Record, track, and document the help desk request problem-solving process.
• Install, configure, upgrade, and troubleshoot desktop hardware and software components.
• Provide IT training and assistance to customers.
• Develop best practice guidelines and knowledge base articles.
• Enforce security and privacy requirements on user software and network environments.
• Provide 1st and 2nd level support for desktop technologies.
• Troubleshoot and resolve complex software problems.

IT Desktop Support Specialist Skills and Abilities

• Superior customer service skills
• Effective written and verbal communication skills
• Ability to work around medical office hours (includes nights and/or weekends as needed)
• Adaptable to changing priorities and work schedules
• Excellent analytical and problem-solving skills
• Ability to work under pressure and handle multiple tasks simultaneously
• Valid driver’s license with reliable transportation

Education and Experience

• Minimum of 2 years in business IT support tier 1
• Desktop hardware repair experience
• Experience with modern Windows and Apple OS

Desired Experience

• Experience with IT ticketing solutions (e.g., Remedy, ServiceNow)
• Experience in Healthcare Information Systems (e.g., PACS, RIS)
• Experience managing users, groups, and computers in Active Directory
• Knowledge of mobile technologies and laptop encryption
• Relevant certifications (e.g., A+, Net+, MCP, MCDST)
• Experience with asset inventory management
• Familiarity with ITIL standards
• Experience in a 24x7 zero downtime IT environment

Among the many benefits of a career with Southwest Medical Imaging, are the following:

• Medical, Dental & Vision Coverage
• Health Savings Accounts (HSA-available if enrolled in a high-deductible plan)
• Flexible Spending Accounts (FSA)
• Dependent Care Reimbursement Accounts (DCRA)
• Employee Assistance Program (EAP available if enrolled in Health plan)
• 401(k) retirement plan
• Paid Time Off (PTO)
• Company Paid Basic Life & AD&D Insurance
• Voluntary Life Insurance
• Voluntary Short Disability 
• Company Paid Long-Term Disability
• Pet Discount Program
• 6 paid Company Holidays 
• Floating Holiday, Jury Duty & Bereavement Leave
• Tuition Reimbursement
• Competitive Salary
• Leadership Mentoring Opportunities

Physical Requirements

While performing the job duties, the employee is required to regularly sit, use hands, reach, talk, and hear. Frequently required to stand and walk. Occasionally require to lift/move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. This position is primarily in-office but occasional work from home days.