Help Desk Technician

Arizona Priority Care (AZPC) is an Integrated Provider Network focused on providing whole-person care to Senior and Medicaid populations, through advanced value-based models. Our provider network is comprised of more than 6,000 health care providers, including primary and specialty care physicians, hospitals and ancillary providers. We have operated in the Arizona market for more than 14 years, based in Chandler, Arizona, and are an affiliate of Heritage Provider Network. As a leading value-based provider organization, we are committed to improving the quality of care, providing excellent member and provider experiences all while reducing cost.

The Help Desk Technician I serves as the first and primary point of contact for all IT support requests within Arizona Priority Care, delivering prompt and courteous technical assistance to clinical and administrative staff. This position focuses on frontline end-user support, ensuring staff can effectively utilize Windows-based devices, Microsoft Office applications, web browsers, and AZPC systems in support of patient care.

POSITION DUTIES & RESPONSIBILITES

• Serve as first point of contact for all IT support requests via phone, email, walk-in, and ticketing system; log, prioritize, and track all incidents from intake through resolution or escalation.
• Triage end-user issues, perform initial diagnostics, and escalate unresolved or complex problems to Tier 2/3 staff with complete documentation of steps taken.
• Provide hands-on and remote support for Windows 10/11 workstations, laptops, printers, and standard peripherals; perform new device setup, imaging, and onboarding configuration per AZPC standards.
• Support and troubleshoot Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams, OneDrive, SharePoint), supported browsers (Edge, Chrome), and AZPC business and clinical applications.
• Create, modify, disable, and unlock user accounts in Active Directory and Microsoft 365; manage group memberships, mailbox provisioning, and MFA enrollment per provisioning and deprovisioning procedures.
• Perform password resets and account unlocks across AD, Microsoft 365, and supported systems; verify user identity prior to any credential change per AZPC security policy.
• Enforce HIPAA technical safeguards in all support activities; educate end users on security best practices, PHI handling, and acceptable use; report suspected security incidents to the IT Manager immediately.
• Maintain the IT knowledge base, FAQ, and ticketing system documentation; train staff on hardware, software, and IT best practices individually or in small groups.
• Ensure devices receive timely patches and antivirus updates; alert IT Manager of non-compliant endpoints; maintain strict confidentiality of all patients and organizational data.
• Perform assigned daily projects, support audio/visual and conferencing equipment, and complete other duties as assigned; potential on-call duties may be required.
• Adherence to HITRUST CSF control requirements as they apply to endpoint support (access control, audit logging, session timeouts, screen lock policies)
• Participation in security awareness training as required by HITRUST

EDUCATION, TRAINING AND EXPERIENCE

• Associate's degree in IT or related field, or equivalent experience; Bachelor's preferred.
• 1–2 years in a Help Desk or desktop support role; healthcare IT environment preferred.
• Proficiency with Windows 11, Microsoft 365 suite (Outlook, Word, Excel, Teams, OneDrive, SharePoint), and supported browsers (Edge, Chrome).
• Working knowledge of Active Directory and Microsoft 365 administration: user accounts, password resets, group membership, and mailbox provisioning.
• Experience with an IT ticketing/ITSM system (ServiceNow, ManageEngine, Zendesk, or equivalent) for incident logging and documentation.
• Basic networking knowledge relevant to end-user support: TCP/IP, DNS, DHCP, VPN, and wireless troubleshooting.
• CompTIA A+, ITF+, or Microsoft MS-900 certification preferred; willingness to obtain within first year.
• Experience working in or supporting a HIPAA-regulated environment with PHI; understanding of data confidentiality requirements.
• Familiarity with HITRUST CSF framework at an awareness level (not deep technical — just that end-user support actions connect to formal controls)
• Experience supporting or working within a HITRUST-certified or HITRUST-pursuing environment preferred
• Strong customer service skills, professional phone etiquette, and ability to communicate technical concepts clearly to non-technical staff.
• Detail-oriented with strong organizational, critical thinking, and problem-solving skills; able to manage multiple open tickets and prioritize effectively.
• Must maintain a high level of confidentiality at all times.

*This role requires FT in-office presence for the first 30 days of employment. Hybrid schedule available after initial training period.*

Compensation range: The hourly range for this position is: $26 – $29