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 One Note
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

• 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

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.

• Desktop Support Experience
• Microsoft Operating Systems Knowledge
• CompTIA A+ Certification
• Active Directory Administration
• Customer Service Skills

• Troubleshooting
• Device Management
• ITSM Tools
• Windows Updates
• Reimaging
• Networking Concepts
• Inventory Management
• Technical Documentation
• Multifactor Authentication
• Service Desk Operations

• Time Management
• Attention to Detail
• Critical Thinking
• Verbal Communication
• Written Communication
• Organizational Skills
• Proactive Initiative
• Customer Service Orientation

• CompTIA A+ Certification
• ITIL v4 Foundations

• Healthcare IT Experience
• End-User Device Security
• Incident Response Plan
• Mid-to-Large Work Environment
• Phoenix, AZ Residency

• ITSM Tools
• One Note
• Windows Operating Systems
• Office Products
• WSUS