Job Description

IT Desktop Support SpecialistDeliver excellent customer service and provide first- and second-level technical support for desktops, peripherals, and client applications. Manage incidents via phone and ticketing systems, travel onsite within greater Phoenix area as needed, and resolve escalated Tier 1 issues.Responsibilities include:Answer technical trouble calls via phone, face-to-face, and email. Build rapport and elicit problem details.Assess requests, attempt to resolve, or refer to appropriate personnel.Keep customers informed on request status and progress. Perform post-resolution follow-ups.Record, track, and document the help desk request problem-solving process.Install, configure, upgrade, and troubleshoot desktop hardware and software components.Provide IT training and assistance to customers.Develop best practice guidelines and knowledge base articles.Enforce security and privacy requirements on user software and network environments.Provide 1st and 2nd level support for desktop technologies.Troubleshoot and resolve complex software problems.Skills and abilities include:Superior customer service skillsEffective written and verbal communication skillsAbility to work around medical office hours (includes nights and/or weekends as needed)Adaptable to changing priorities and work schedulesExcellent analytical and problem-solving skillsAbility to work under pressure and handle multiple tasks simultaneouslyValid driver's license with reliable transportationRequirements:Minimum of 2 years in business IT support tier 1Desktop hardware repair experienceExperience with modern Windows and Apple OSAmong the many benefits of a career with Southwest Medical Imaging, are the following:Medical, Dental & Vision CoverageHealth Savings Accounts (HSA-available if enrolled in a high-deductible plan)Flexible Spending Accounts (FSA)Dependent Care Reimbursement Accounts (DCRA)Employee Assistance Program (EAP available if enrolled in Health plan)401(k) retirement planPaid Time Off (PTO)Company Paid Basic Life & AD&D InsuranceVoluntary Life InsuranceVoluntary Short DisabilityCompany Paid Long-Term DisabilityPet Discount Program6 paid Company HolidaysFloating Holiday, Jury Duty & Bereavement LeaveTuition ReimbursementCompetitive SalaryLeadership Mentoring OpportunitiesPhysical requirements include:While performing the job duties, the employee is required to regularly sit, use hands, reach, talk, and hear. Frequently required to stand and walk. Occasionally required to lift/move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. This position is primarily in-office but occasional work from home days.

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