Help Desk Specialist II

Nuvodia, LLC offers a full-time Help Desk Specialist II opportunity in Chandler, AZ (onsite) with an hourly base pay range of $19.53 to $31.37. In this role, you will be the first phone contact for clients, helping drive smooth service experiences while handling multiple high-priority IT needs in a fast-paced, team-focused environment.

What you’ll do

• Enter, prioritize, and escalate service tickets through the ticketing system.
• Provide service and troubleshooting support directly with customers by phone, onsite, and online to help resolve computing problems.
• Respond promptly to customer needs, escalate difficult situations, and solicit customer feedback to improve service.
• Install and configure hardware and peripherals at users’ premises, including monitors, keyboards, and printers.
• Load and support PC software packages such as operating systems, networking components, and office applications.
• Resolve general IT issues independently (PC hardware, PC software, Server) while meeting SLAs.
• Use system logs to analyze and identify potential issues with computer systems.
• Monitor queue email request folders and provide support or coverage based on department needs and team availability.
• Assist junior help desk team members through training and mentoring.
• Support additional projects and duties as assigned, including regional travel and weekend work as well as on-call rotation requirements.

How you’ll support compliance and client trust

• Maintain strict confidentiality and demonstrate honest, pleasant communication and good personal hygiene.
• Work with dignity and respect, provide excellent customer service, and treat all clients with care.
• Conform to Joint Commission and HIPAA regulations, and comply with PHI (Protected Health Information) requirements.
• Follow Inland Imaging health and safety policies and guidelines of partners, depending on work location.
• Demonstrate Nuvodia values by understanding the mission, values, and goals.

Requirements

• Associate’s Degree in a related field or equivalent experience.
• Two years of related experience, including technical helpdesk experience (preferred).
• Experience with PC, Network, and Microsoft Technology.
• Healthcare applications experience (preferred).
• Knowledge of PC hardware/software engineering.
• Knowledge of server administration/monitoring/software.
• Knowledge of software and image creation/deployment via third-party tools (Altiris, Ghost) and scripting.
• Managed IT Services (MSP) experience (preferred).
• Highly desired: ConnectWise Manage (PSA), ConnectWise BrightGauge (BI), IT Glue (knowledge base), n-Able N-Central (RMM).
• Microsoft Products experience: Excel, PowerPoint, SharePoint, Word, Visio.
• Ability to pass a background check and a post-offer, pre-employment drug test.
• Ability to access multiple worksites in a timely manner.

Benefits

• Medical and dental insurance
• Basic vision and term life insurance
• Enroll in the company 401k retirement plan with employer matching opportunities
• Paid vacation, sick, and personal leave
• Paid holidays
• Quarterly profitability bonuses

Tools you may work with

• ConnectWise Manage (PSA)
• ConnectWise BrightGauge (BI tool)
• IT Glue (knowledge base tool)
• n-Able N-Central (RMM tool)
• Altiris and Ghost (image creation/deployment)
• Microsoft Products: Excel, PowerPoint, SharePoint, Word, Visio