Dept Client Services Analyst

IS Client Services Analyst

Department:
Information Services |

Reports To:

Client Services Analyst |

Location:

Executive Central Business Office / ACP Locations | Status:
Full-time

Become part of Arizona Community Physicians (ACP), Arizona’s largest and most successful physician-owned medical group. ACP is a patient-centered organization consisting of approximately 800 employees and 166 providers across family medicine, internal medicine, geriatrics, pediatrics, endocrinology, dermatology, and gynecology. ACP operates in 40+ locations of varying sizes throughout Tucson, Oro Valley, and Green Valley.

Our Information Services Department is seeking a qualified candidate to join our collaborative Client Services team in delivering excellent technical support to ACP employees and clinical operations. This position is based at our Executive Central Business Office and supports users across ACP’s administrative and clinical locations.

The IS Client Services Analyst provides first-level and intermediate technical support for endpoint computing hardware, software, peripherals, mobile devices, printers, and related systems. This role is responsible for responding to user requests, troubleshooting technical issues, supporting day-to-day operations, maintaining accurate documentation, and delivering a high level of customer service.

The ideal candidate is technically capable, customer-focused, organized, and comfortable supporting users in both office and clinical environments. This position works under the direction of the Lead Client Services Technician and collaborates with other Information Services team members to resolve issues, complete service requests, and support technology projects.

• Provides timely, professional, and courteous technical support to end users by phone, remote support tools, email, ticketing system, and in person.
• Troubleshoots and resolves issues related to desktops, laptops, virtual desktops, mobile devices, printers, scanners, peripherals, and common business applications.
• Supports Windows operating systems, Microsoft Office, Microsoft 365 applications, web browsers, Citrix-delivered Epic clinical applications, and other business software used throughout the organization.
• Performs user account support tasks such as password resets, account unlocks, access troubleshooting, and basic permissions support in accordance with ACP security procedures.
• Installs, configures, deploys, moves, and replaces endpoint hardware and related equipment.
• Assists with workstation imaging, software deployment, patching, hardware refreshes, and endpoint lifecycle activities.
• Maintains accurate records of support requests, troubleshooting steps, resolutions, asset assignments, and equipment movement.
• Tracks, updates, and maintains IT inventory including workstations, laptops, monitors, printers, mobile devices, and related equipment.
• Escalates complex or unresolved issues to the Lead Client Services Technician, Systems Administrators, vendors, or other appropriate resources.
• Communicates clearly with users, team members, vendors, and management regarding issue status, timelines, and resolution steps.
• Follows established technical procedures, documentation, security standards, and change control practices.
• Assists with onboarding and offboarding tasks, including workstation setup, equipment recovery, access coordination, and user support.
• Provides basic end-user training and guidance for standard hardware, software, security practices, and business applications.
• Travels to ACP clinic and business office locations as needed to provide onsite technical support.
• Participates in a rotating on-call schedule or after-hours support as required.
• Participates in IT projects and may assist with small-scale technology initiatives.
• Identifies recurring issues and suggests process, documentation, or technology improvements.
• Maintains professional knowledge by learning new technologies, tools, and procedures relevant to the role.

• Working knowledge of Windows desktop operating systems in a corporate network environment.
• Basic understanding…