Axiom Care is a Behavioral Health Treatment Organization centered in Phoenix, Arizona, with locations throughout the metro area. Axiom Care focuses on substance use treatment, and justice involved individual programs, with a goal of ending addiction for the most vulnerable. 

Axiom Care has an on-staff Information Technology department with individuals who are committed to contributing to the company’s mission, vision, and values. The IT Technician is responsible for managing and administrating the Help Desk ticketing system, as well as providing Level I support for all tickets. A successful IT Technician can effectively, empathetically, and patiently communicate with users of varying technical skills to identify issues, provide and document troubleshooting steps, and solve problems in a timely manner. They will work to fulfil the department’s mission of empowering staff to provide premier quality patient care through the power of technology.

Regular job duties include documenting and solving tickets through the ticketing system.

This is primarily an in-office position. The IT Technician is expected to work at the corporate office for at least 80% of their working hours, including spending one full day each week at various company sites as needed by the business, and may be required to work in-office more than 80% of the time as needed by the business.

Duties/Responsibilities

• Manage and administrate the Help Desk ticketing system.
• Serve as the first point-of-contact for employees seeking technical assistance through ticketing system, email, IM, and phone systems.
• Ensure all tickets are well documented, thoroughly followed up on, and closed in a timely manner in accordance with department metrics.
• Prioritize tickets based on severity level, impact on business operations, number of users affected, urgency, and dependencies.
• Provide Level I support to all tickets, follow up with questions and engage users for examples and other documentation necessary for thorough documentation of process.
• Troubleshoot tickets and determine a solution that resolves problem.
• Elevate unresolved tickets to the next level of support, ensuring thorough documentation of steps already taken.
• Provide regular updates to affected users including status update and resolutions, always offers follow up in accordance with open-door philosophy. Keep a well-maintained asset inventory, including documentation on maintenance, assignment of assets, and asset status.
• Set up and deploy new assets in accordance with company standards, policies, and procedures.
• Set up and deploy new user accounts for new employees throughout the company.
• Regularly report on help desk metrics and find areas for improvement and identify weak points in ticket closing times, as well as recurring issues.
• Occasionally perform simple hardware repairs (Replace RAM, laptop batteries, charging ports, Wi-Fi modules, SSD/HDD, screens)
• Provide boots-on-the-ground support to all locations as needed.
• Implement lower-level projects and initiatives.
• Identify and report compliance and security risks through the appropriate channels and remediate when possible.
• Assist with other IT department initiatives, duties, projects as assigned.

Required Skills/Abilities

• Highly proficient and professional communication skills.
• Intermediate knowledge of troubleshooting procedures within a Windows 10/11 environment.
• Intermediate knowledge of the Microsoft 365 and Entra ID environment.
• Intermediate knowledge of user management, access control, authentication, and policy of least privilege.
• Deep knowledge of computer hardware, particularly for laptops: CPU, RAM, SSD/HDD, Motherboards, Wi-Fi modules, Batteries.
• Knowledge of installation and restoration of various hardware systems such as Windows 10/11, UNIX/Ubuntu, and MacOS
• Understanding of SaaS systems.
• Empathetic, patient, and understanding interpersonal skills.
• Strong proficiency with documentation.
• Proclivity for diagnostic troubleshooting, information gathering with novice end-users.
• Proven ability to communicate troubleshooting procedures with end-users of widely varying technical proficiency and literacy.
• Successful handling of an occasionally fast-paced, multi-tasking environment.
• Greater technical proficiency than the average end-user.
• Intermediate understanding of HIPAA security, suggested guidelines, and best practices.
• Intermediate understanding of cyber security best practices and incident response.
• Ability to understand and troubleshoot TCP/IP issues.
• Ability to prioritize tasks based on urgency and severity.
• Ability to work with power tools, hand tools, and various hardware associated with IT infrastructure management, maintenance, and installation.
• Valid driver’s license and reliable transportation.
• Comfortability with transferring to various company locations at notice.
• Desire for personal development and continued education or training within the field of information technology. 

Education and Experience

• A+ certification desired but not required.
• Other relevant certifications such as COMPTIA NET+/SEC+ or any Microsoft certifications are a plus.
• High School Diploma, or equivalent.
• Advanced troubleshooting experience within the Microsoft 365 ecosystem.
• Advanced experience with the Windows 10/11 environment within a business setting.