Help Desk Technician

Arizona Priority Care is seeking a Help Desk Technician I to act as the first line of support for end users across the organization. In this onsite role in Chandler, AZ, you will help resolve IT requests quickly while following HIPAA and HITRUST CSF expectations for endpoint and account support.

This position focuses on hands-on troubleshooting, account administration, and clear communication with staff. You will support Windows 10/11 devices, Microsoft 365 tools, supported browsers, AZPC systems, and security safeguards in a regulated environment.

What you’ll do

• Serve as the first point of contact for IT support requests via phone, email, walk-in, and a ticketing system; log, prioritize, and track incidents from intake through resolution or escalation.
• Triage end-user issues, perform initial diagnostics, and escalate unresolved or complex problems to Tier 2/3 with complete documentation of the steps taken.
• Provide hands-on and remote support for Windows 10/11 workstations, laptops, printers, and standard peripherals.
• Perform new device setup, imaging, and onboarding configuration according to AZPC standards.
• Troubleshoot Microsoft 365 applications including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint, along with supported browsers (Edge and Chrome) and AZPC business and clinical applications.
• Create, modify, disable, unlock, and manage accounts in Active Directory and Microsoft 365, including group membership, mailbox provisioning, and MFA enrollment per provisioning and deprovisioning procedures.
• Handle password resets and account unlocks across AD, Microsoft 365, and supported systems, verifying user identity before any credential change in line with AZPC security policy.
• Follow HIPAA technical safeguards in all support activities, educate end users on security best practices and PHI handling, and report suspected security incidents to the IT Manager immediately.
• Maintain the IT knowledge base, FAQ, and ticketing documentation; support staff training on hardware, software, and IT best practices individually or in small groups.
• Ensure devices receive timely patches and antivirus updates; alert the IT Manager of non-compliant endpoints and maintain strict confidentiality of patient and organizational data.
• Complete assigned daily projects, including support for audio/visual and conferencing equipment, and other duties as assigned; potential on-call duties may be required.
• Adhere to HITRUST CSF control requirements as they apply to endpoint support (access control, audit logging, session timeouts, screen lock policies) and participate in security awareness training as required by HITRUST.

Requirements

• Associate’s degree in IT or related field, or equivalent experience; Bachelor’s preferred.
• 1–2 years in Help Desk or desktop support; healthcare IT experience preferred.
• Proficiency with Windows 11, Microsoft 365 (Outlook, Word, Excel, Teams, OneDrive, SharePoint), and supported browsers (Edge, Chrome).
• Working knowledge of Active Directory and Microsoft 365 administration, including user accounts, password resets, group membership, and mailbox provisioning.
• Experience using an IT ticketing/ITSM system such as ServiceNow, ManageEngine, Zendesk, or equivalent for incident logging and documentation.
• Basic networking knowledge relevant to end-user support, including TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.
• CompTIA A+, ITF+, or Microsoft MS-900 preferred; willingness to obtain within the first year.
• Experience supporting or working in a HIPAA-regulated environment with PHI, including understanding data confidentiality requirements.
• Awareness-level familiarity with HITRUST CSF (not deep technical), including how end-user support actions connect to formal controls; HITRUST-certified or HITRUST-pursuing environment experience preferred.
• Strong customer service skills, professional phone etiquette, and ability to communicate technical concepts clearly to non-technical staff.
• Detail-oriented with strong organization, critical thinking, and problem-solving skills; ability to manage multiple open tickets and prioritize effectively.
• Maintain a high level of confidentiality at all times.

Location, schedule, and pay

• Location: Chandler, AZ (onsite)
• Schedule: FT in-office presence for the first 30 days of employment; hybrid schedule available after the initial training period
• Compensation: $26–$29 per hour

Technology stack

• Windows: Windows 10, Windows 11
• Microsoft 365 & apps: Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint
• Browsers: Microsoft Edge, Google Chrome
• Identity & security: Active Directory (AD), MFA
• ITSM/ticketing: ServiceNow, ManageEngine, Zendesk
• Networking: TCP/IP, DNS, DHCP, VPN, Wireless troubleshooting
• Framework: HITRUST CSF