IT Help Desk Technician I

evolvedMD is building a stronger in-house service desk to support clinicians and staff across five states, and the IT Help Desk Technician I role is the front door of IT. In this HIPAA-regulated environment, you will help end users with day-to-day technology needs while supporting a workflow that includes an AI help desk agent and escalation to senior engineers when issues go beyond your scope.

What you will do

• Act as the primary contact for support requests across Microsoft 365, Windows endpoints, and business applications.
• Handle tickets end to end by acknowledging, triaging, resolving, documenting, and closing, with consistent communication so requests do not go quiet.
• Prioritize by impact, including separating time-sensitive clinical access issues (such as an EHR lockout) from lower-impact items like printer problems.
• Support users through Microsoft Teams chat, phone, email, and in person.
• Escalate issues cleanly to Tier 2/3 with documented context and troubleshooting so escalations do not start from zero.
• Perform new hire provisioning, including Entra ID account creation, license assignments, group membership, mailbox setup, and application access completed ahead of start dates.
• Complete offboarding and deprovisioning promptly by revoking access across all systems.
• Handle routine access requests, MFA resets, and password resets following documented approval workflows.
• Maintain accurate access-action records, with a single documented ticket process required for access requests in a HITRUST environment.
• Provision, configure, and deploy Windows endpoints using Intune and Autopilot.
• Manage the device lifecycle, including enrollment, asset tagging, shipping to remote staff, plus collection and wipe when separation occurs.
• Keep an accurate asset inventory (device, assignee, location, and status).
• Troubleshoot hardware, peripherals, printers, and conference room equipment, including on-site physical tasks as needed.
• Escalate endpoint compliance and policy issues to the Senior Cloud & Security Engineer.
• Document recurring issues and resolutions in the knowledge base.
• Collaborate with the CISO to improve the AI help desk agent by identifying what it should handle, where it falls short, and what knowledge is needed for more first-touch resolutions.
• Build and maintain end-user guides to support self-service where appropriate.
• Contribute to service desk workflow design in Freshservice as the practice matures.
• Monitor aging tickets and surface items at risk of breaching response expectations before they do.
• Track and report ticket volume, categories, and resolution times.
• Participate in incident and change processes, including documenting actions during service disruptions.
• Support access reviews and compliance evidence collection by maintaining clean and complete ticket records.

What you bring

• 1 to 2 years of help desk, desktop support, or service desk experience in a professional environment (internships, university IT, or campus help desk experience count).
• End-user working knowledge of Microsoft 365: Outlook, Teams, SharePoint, and OneDrive.
• Familiarity with Entra ID (Azure AD) fundamentals, including user accounts, groups, and password and MFA resets.
• Comfort troubleshooting Windows 11, including profiles, applications, connectivity, performance, and peripherals.
• Experience using a ticketing system and a habit of documenting as you go.
• Basic networking literacy (Wi-Fi, VPN, DNS) and the ability to know when an issue is not yours to solve.
• Strong customer service instincts, including communicating with clinicians who are between patients and short on time.
• Discretion with confidential information, plus willingness to learn HIPAA requirements as they apply to the role.
• Ability to work on site in Phoenix and handle occasional physical tasks (device setup, equipment moves, conference room support).

Technologies you will use

• Microsoft 365, Outlook, Teams, SharePoint, OneDrive
• Entra ID (Azure AD), MFA
• Windows 11
• Intune, Autopilot
• Freshservice
• HITRUST, HIPAA

Location and schedule

• Based at evolvedMD corporate headquarters in Scottsdale, Arizona.
• 4 days in office / 1 day remote.

Compensation and benefits

• $46,000 - $52,000 annually (DOE) for first-year compensation.
• $1,200 annual technology allowance.
• 401(k) company match.