System Support Specialist I/II/III

Join Our Life-Saving Team in Phoenix, Arizona!

Are you ready to elevate your career to new heights? PHI Health is looking for dynamic, driven individuals to join our Information Technology team. We are committed to providing top-tier emergency medical services with unmatched speed and efficiency, saving lives when every second counts. By supporting our mission from the ground, you will play a crucial role in orchestrating the seamless operations that keep our advanced fleet soaring and our patients safe.

As a System Support Specialist I/II/III, you'll collaborate with some of the best minds in the industry, driving initiatives that enhance our services and expand our reach to those who need it most. If you're passionate about making a difference and thrive on challenges, PHI Health offers an extraordinary opportunity to impact lives and develop your professional career in a meaningful way.

Who We Are:

PHI Health is the leading air ambulance provider in the United States. With an unmatched safety record and the best aviation, medical and communication specialists in the field, we set the standard in the air medical industry. We transport more than 22,000 patients each year from our more than 80 bases across the country, all while offering services and outreach education to local communities and leading healthcare systems. Our mission is simple: move communities to health while maintaining the highest standard of safety, period.

Position Overview:

Under the direct supervision of the IT Support Manager, the Systems Support Specialist III will provide Desktop/Laptop, Hardware, Software, and Active Directory support in a dynamic office environment, as well as support multiple remote facilities.

This role involves supporting local users and remote users, including 5 remote office site locations and 85 smaller base sites around the country. Some travel may be required. We value individuals who are passionate about quality and truly enjoy what they do. The qualified candidate for the position is someone who has a can-do attitude, thinks outside the box for problem resolution, delivers exceptional customer service with a smile, and is an innovative thinker.

Responsibilities include:

This position entails:

• 40% Desktop and End-User support.

• 20% Software and hardware setup, repair, warranty service, and refresh of devices.

• 20% Troubleshooting desktop, server, LAN/WAN, hardware, and software.

• 10% 24x7 support including on-call rotation.

• 10% Other duties or special projects.

Addition job duties include:

• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems.

• Determines whether the problem is caused by hardware, software or system and provides the resolution or escalates to the next level or vendor for repair or replacement.

• Calls software and hardware vendors to troubleshoot hardware and software issues, bugs, defects, warranty issues and device malfunctions.

• Schedules vendor repair for warrantied items and oversees work and resolution for device.

• Installs hardware, software, and updates for all users.

Compensation and Benefits:

• We offer a range of competitive pay and benefits package to keep our teams happy, healthy, and invested.

Schedule:

• 5 & 2

• Phoenix, AZ

The successful candidate will have:

• Dependability and Organization: Must be dependable, organized, and able to effectively problem solve.

• Positive Attitude: Must be calm, reassuring, and maintain a positive mental attitude.

• Customer Service: Excellent customer service skills are required.

• Communication Skills: Strong interpersonal, verbal, and written communication skills.

• Problem Analysis: Ability to analyze problems, recommend solutions, and respond positively to customer requests.

• Team Interaction: Ability to interact effectively with all levels of the organization.

• Physical Ability: Ability to lift 25 pounds independently and up to 50 pounds with assistance.

• Independence: Ability to work independently, evaluate priorities, and respond in a challenging and dynamic environment.

• Attention to Detail: Ensuring tasks are completed accurately and updates are appropriately recorded in our ticketing system.

• Work Prioritization: Effectively managing and prioritizing workload to meet deadlines and support team objectives.

• Collaboration: Working closely with other team members to provide comprehensive support.

• Quality Commitment: Demonstrating a commitment to high standards in all aspects of work.

Requirements:

• Minimum high school diploma or equivalent.

• Excellent customer service in person and over the phone.

• Teamwork, multi-tasking, and excellent communication skills.

• Excellent written and verbal communication skills.

• Strong interpersonal skills with both management as well as end users.

• Superior organization, prioritization, self-motivation, and problem resolution skills.

• Acts as a contact for users having problems using computer software, hardware, and operating systems, and resolves issues.

• Tiers I/II/II are designated by the level of proficiency of knowledge (Basic, Proficient, Advanced) of the following technologies:

  • Technical certifications, related degree or equivalent experience preferred.

  • Microsoft Windows and Active Directory

  • Microsoft Office 365, OneDrive, SharePoint, Teams

  • Microsoft Authenticator

  • Dell desktops and laptops

  • HP MFP printers

  • PC & Laptop Imaging

  • iPads, iPhones, & Apple Configurator (iOS)

  • Networking, TCP/IP, and Cisco AnyConnect VPN

  • Any ticketing system

  • ITIL / ITSM principles

• This position is designated Safety Sensitive for purposes of the Arizona Medical Marijuana Act.

Our Core Competencies:

• Safe. We are absolute in our belief in the tenets of Destination Zero and that Zero is not only achievable, but the only acceptable outcome.

• Efficient. We are focused on outcomes that are smart and responsible by making the best use of our resources to maximize overall productivity and achieve sustainable profitability as a high performing organization. 

• Quality. We are committed to ensuring excellent organizational performance which produces sustainable and reliable outcomes.

• Service. We are dedicated to the service of our customers, our communities and each other.

The PHI Health Advantage:

For more than 40 years, our company has been providing critical air medical transport services across the country. As an organization, we outfit each aircraft we fly with the most advanced technology, subject our crews to the most rigorous protocols and training and pioneer the most-forward thinking safety program in the country.

Everything that we do comes back to the safety of our crew and our patients. Our accident rate is well below the national average and we were the first to receive the Vision Zero Aviation Safety Award. This belief has guided us towards a number of industry firsts and has given us the highest safety rating in the industry.

DISCLAIMER

The above Statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

PHI, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws