Helpdesk IT Support Specialist

3 weeks ago

Mesa, United States Arizona Liver Health Full time

**About Us**:
Arizona Liver Health (ALH) is dedicated to driving high standards of care and advancing medical innovation by leading clinical trials, ensuring patient safety, regulatory compliance, and generating high-quality clinical trial data. Our network of multiphase, multitherapeutic research sites is staffed by skilled principal investigators and research professionals. ALH operates state-of-the-art facilities and programs to meet the evolving needs of clinical research and patient treatment.

**Essential job functions/duties**
- Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions._

**Knowledge/skills/abilities requirements**
- Resolve hardware and software issues, including troubleshooting, configuration, and installation.
- Efficiently and accurately document all helpdesk interactions using our ticketing system.
- Prioritize and escalate tickets as needed to ensure timely resolution of issues.
- Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.
- Collaborate with team members to identify root causes and implement permanent solutions.
- Contribute to the development and maintenance of the internal knowledge base for common issues and solutions.
- Assist in creating user guides and documentation for end-users.
- Communicate technical information in a clear and understandable manner to end-users with varying levels of technical expertise.
- Keep end-users informed of the status of their support requests.
- Work closely with other IT team members to share knowledge and expertise.
- Collaborate with Tier 2 and Tier 3 support teams for complex issue resolution.

**Qualifications**
- High school diploma or equivalent required
- Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) required
- Proven experience in a helpdesk or technical support role (Minimum 1+ year of experience)
- Strong understanding of Windows operating system.
- Familiarity with basic networking concepts.
- Excellent problem-solving skills and attention to detail.
- Exceptional customer service and communication skills.

**Work environment**

Clinic and office settings

**Physical demands**
- Able to lift at least 50 lbs.
- Able to sit for long periods (at least 50%)
- Able to type and do computer work for long periods

**Travel**:

- Some interoffice travel may be required with use of a company vehicle or mileage reimbursement
- Ability to drive, must have a valid driver's license and in good standing with the Dept. of Motor Vehicles

**Benefits & Perks**:

- Health, Dental, Vision (with HSA plans and employer contribution)
- PTO
- Sick Time
- 401K with company match
- Short & Long Term Disability
- Educational Assistance
- Shared company vehicles for required travel

**Work authorization/security clearance requirements**:
Must have valid documentation and authorization to work in the U.S. (sponsorship or visa transfer not available)

**_ Our company requires COVID-19 vaccinations for all current and future employees. Exemptions can be requested for those with a reasonable health or a religious/sincerely-held belief accommodation._**

**EEO statement**

It is the policy of the Institute for Liver Health DBA Arizona Liver Health and Arizona Clinical Trials to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.

**Notice to Staffing Agencies**:
It is our policy that any and all contact with third party staffing or recruitment vendors come through our Talent Acquisition Team directly. We have an established and preferred network of contracted partners that we engage if and when we deem it necessary. We request that staffing agencies refrain from repeatedly contacting our hiring managers or employees directly. Unsolicited resumes, onsite solicitations, and inquiries will not be considered or responded to. Overly persistent and forceful inquires may also be blocked across our network at the domain level as spam. Thank you for your understanding and cooperation.

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