Desktop Services Technician-Phoenix, AZ (Onsite)

Location: Phoenix, AZ (Onsite)

Type: Contract

Job Summary / Purpose

• Members of the End User Services (EUS) Technical Support team are responsible for on-site and remote installation, maintenance, troubleshooting, and repair of desktop, notebook, and mobile PC workstations, printers, and associated peripherals. Responsibilities include responding to incidents and problems, fulfilling service requests, and ensuring proper incident severity classification based on business impact.
• EUS team members troubleshoot a wide range of technical issues and collaborate with other IT teams as needed. They understand the technical infrastructure, enterprise hardware standards, and integration requirements of desktop systems across the organization. They also monitor device performance, maintain secure environments, and continually strive to improve operational efficiency and customer satisfaction through defined KPIs.

Essential Key Job Responsibilities

Team Leadership

• Provide direction and technical expertise for highly complex, enterprise-wide programs and projects.
• Lead resolution efforts for complex hardware, software, and system issues.

Technical Support & Operations

• Troubleshoot advanced technical issues, escalating cross-functional problems as needed.
• Support, maintain, and deploy desktop hardware and related systems.
• Ensure the team meets customer support and production needs, including incident management, request fulfillment, problem management, and project delivery.

Customer Interaction & Service Levels

• Respond to high-complexity customer requests, including VIP and facility administration support.
• Represent the team professionally, providing excellent customer service and timely communication.
• Monitor and report on Operational Level Agreement (OLA) adherence and deviations.

Asset, Knowledge & Process Management

• Ensure accurate and up-to-date entries in the device asset management system.
• Oversee team contributions to knowledge management and identification of critical documentation.
• Lead procurement, assignment, troubleshooting, and deployment of new devices, upgrades, fixes, and installations.
• Collaborate with Site Directors and project leaders to staff and execute complex enterprise solutions.

Compliance & Best Practices

• Maintain deep knowledge of desktop services, mentoring team members and ensuring compliance with Client, policies, procedures, and standards.
• Seek continuous improvement opportunities for customer satisfaction and operational efficiency.

Qualifications

• Associate degree, technical institute certificate, or 5+ years of relevant experience.
• 5+ years of experience in IT service/support.
• Healthcare IT experience strongly preferred.
• Advanced customer service skills required.
• Proficiency in Windows OS, network printing, Microsoft Office, and Google Workspace.
• Prior Epic Gold experience strongly preferred.