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Technical Support Specialist I

2 months ago

Phoenix, Arizona, United States MBI Industrial Medicine Full time

About MBI Industrial Medicine:

MBI Industrial Medicine is a premier provider of occupational and medical services, operating clinics across various states.

Position Overview:

The Service Delivery team serves as the initial contact for employee inquiries and requests regarding technical support. This role is essential in providing swift, long-term, and effective solutions to user challenges, while also escalating or delegating tasks to other IT professionals as necessary. The Service Delivery Technician I supports the Service Delivery Manager and contributes to the overall efficiency of the department. A solid grasp of Information Technology tools, products, and principles is crucial for success in this position.

Key Responsibilities:

  • Identify, assist, and resolve technical issues faced by employees.
  • Offer support for all IT-related concerns as required.
  • Guide remote users through troubleshooting and diagnostics during the resolution process.
  • Manage and prioritize employee technical requests through a help desk ticketing system.
  • Set up and configure end-user PCs using standard imaging tools (e.g., MDT, Intune), Microsoft 365, and various company applications.
  • Assist in configuring end-user devices, including hardware, software, peripherals, phones, and tablets.
  • Maintain inventory records for computers, peripherals, and mobile devices.
  • Establish end-user profiles for networking, Microsoft 365 onboarding, offboarding, and other applications.
  • Coordinate timely repairs for computer equipment, mobile phones, and peripherals through third-party vendors.
  • Ensure accurate and up-to-date documentation, including knowledge base articles.
  • Generate activity and status reports as needed.
  • Participate in projects and upgrades as the organization evolves and technology advances.

Required Skills and Qualifications:

  • Proven experience in diagnosing and repairing laptops, PCs, and printers.
  • Understanding of networking concepts, including IP addressing, DHCP, DNS, network printing, and drive mapping.
  • Familiarity with Microsoft 365 products, including installation and support.
  • Experience with Microsoft SharePoint and Teams is advantageous.
  • Knowledge of Microsoft Active Directory administration.
  • Experience with ticketing systems; familiarity with Zendesk is a plus.
  • Experience supporting a user base of 600 or more.
  • Strong written and verbal communication skills, along with excellent customer service abilities.
  • Openness to learning new technologies as they emerge (e.g., Cloud Solutions, Automation).

Education and Experience:

  • Preferred: Associate's degree or higher in a technical or computer science field; IT certifications may be considered in lieu of a degree.
  • Minimum of 3 years of experience in IT Support or Helpdesk roles within a Windows OS environment.
  • CompTIA A+ certification is a plus.
  • Experience in the healthcare sector is beneficial.

Physical Requirements:

  • Extended periods of sitting at a desk and working on a computer.
  • Ability to lift up to 15 pounds occasionally.

Benefits:

At MBI, we value the contributions of every employee and recognize that our collective efforts are vital to our mission. We offer competitive salaries and a comprehensive benefits package for full-time employees, including:

  • Group Medical, Dental, and Vision Insurance
  • Life, Short-Term, and Long-Term Disability Insurance
  • 401(K) plan with company matching
  • Generous Paid Time Off
  • Colleague Referral Bonus Program

We are an Equal Opportunity Employer.