Information Technology - Desktop Support Technician

MHC Healthcare is seeking a Desktop Support Technician to join the IT team at the Marana Main Health Center, located in the heart of Marana, AZ. The Desktop Support Technician is responsible for providing technical support and assistance to end-users within the organization. This role will involve troubleshooting hardware and software issues, configuring desktop systems, assisting with user account management, and collaborating with senior technicians to ensure the smooth operation of desktop infrastructure.

MHC Healthcare is a Federally Qualified Community Health Center (FQHC), with 17 sites in Tucson and Pima County. Our mission is to improve our Community by providing exceptional, whole-person healthcare.

The following qualifications are required:

• Associate degree in Information Technology, Computer Science, or related field
• 2 years' experience in desktop support or related IT field
• Current Arizona driver's license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MHC)

The following qualifications are preferred:

• Bachelor's degree in Information Technology, Computer Science, or related field
• Certifications such as CompTIA A+, Microsoft Certified Desktop Support Technician (MCDST), or equivalent
• Experience with IT service management processes and ticketing systems

Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.

This position has the following supervisory responsibility:

May occasionally provide direction, training, or guidance to others.

The ideal candidate will also possess the following knowledge, skills, and abilities:

• Strong technical aptitude with the ability to quickly learn and apply new technologies.
• Proficiency in diagnosing and resolving hardware and software issues for desktop systems.
• Ability to work independently and collaboratively within a team environment.
• Knowledge of best practices for desktop configuration, deployment, and maintenance.
• Proficiency in troubleshooting desktop hardware and software issues.
• Knowledge of Windows operating systems.
• Understanding of user account administration in Active Directory or similar directory services.
• Strong communication and interpersonal skills, with the ability to effectively communicate technical information to non-technical users.
• Proven ability to prioritize and manage multiple tasks in a fast-paced environment.
• Basic understanding of networking concepts, including Transmission Control/Internet Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP)
• Familiarity with virtualization technologies such as VMware or Hyper-V
• Knowledge of endpoint security practices and solutions.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage tasks effectively.
• Demonstrated problem-solving abilities.
• Familiarity with remote support tools and techniques.
• Understanding of IT security principles and practices.
• Excellent customer service skills, with a focus on delivering high-quality support to end-users.
• Ability to document processes and procedures accurately.
• Flexibility to adapt to changing priorities and business needs.
• Commitment to continuous learning and professional development in the field of IT support.
• Excellent customer service, organizational, and communication skills with emphasis on responsiveness, building trust, mutual respect, and courtesy.
• Demonstrates cultural competence and commitment to supporting and promoting diversity, equity, and inclusion through work performance and professional interactions.

Duties and Responsibilities:

• Provides technical support and assistance to end-users via phone, email, and in-person interactions.
• Diagnoses and resolves hardware and software issues for desktop computers, laptops, printers, and other peripherals.
• Installs, configures, and maintains desktop operating systems and software applications.
• Sets up and configures new desktop systems and peripheral devices for end-users.
• Supports user account management tasks such as password resets, account creations, and access permissions.
• Collaborates with senior technicians to troubleshoot and resolve complex technical issues.
• Maintains accurate records of support requests, resolutions, and hardware/software inventory.
• Performs routine maintenance tasks such as software updates, patches, and system backups.
• Provides training and guidance to end-users on IT policies, procedures, and best practices.
• Assists in the development and implementation of IT policies, procedures, and standards.
• Follows IT policies, procedures, and best practices
• Provides excellent customer service and support to end-users.
• Participates in on-call rotation and respond to after-hours support requests as needed.
• Continuously learns and stays updated on desktop support technologies and practices.
• Assists in the documentation of desktop support processes and procedures.

Benefits:

MHC Healthcare's vision is to be the premier provider and employer in community health. To support our mission and vision in our community, MHC Healthcare believes health and well-being must start at home. Therefore, employees have many opportunities to care for our own health and wellness with benefits such as:

Medical, Dental, and Vision

403(b) with employer contribution

Short-term disability and other benefits

Paid time off including 11 holidays plus vacation and sick leave accrual

Paid bereavement, jury duty, and community service time

Employee discount for medical services ($500 per year for full-time)

Education reimbursement ($3,000 per year for full-time)

Marana Health is committed to providing equal employment opportunities to all individuals, including those with disabilities and pregnancy-related conditions. If you require a reasonable accommodation to apply for a position or to participate in the interview process under the Americans with Disabilities Act (ADA) or the Pregnant Workers Fairness Act (PWFA), please contact our Human Resources Department at 520-682-4111.

Marana Health will recruit, hire, train, and promote persons in all job titles without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. In addition, all personnel actions such as compensation, promotion, demotion, benefits, transfers, staff reductions, terminations, reinstatement and rehire, company-sponsored training, education and tuition assistance, and social and recreational programs will be administered in accordance with the principles of equal employment opportunity.