Title: Endpoint Operations Technician 

Hourly: $26.44 - $31.25 per hour, depending on experience and qualifications

Status: Full-time, hourly, non-exempt

Reports to: IT Manager

Location: Chandler, AZ (Onsite)

Essential job functions/duties

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide Tier I and Tier II technical support to staff across all sites for hardware, software, and peripheral devices owned by the Institute for Liver Health or contracted vendors. 
• Manage and Triage ticketing system [FreshService] incident queue based on priority and escalation requirements to meet service level agreements. 
• Communicate with users in a professional, respectful manner to address IT needs and expectations. 
• Document and regularly update status of incidents, service requests, and projects. 
• Provide endpoint support including routine testing, imaging, and quality assurance of hardware/software before deployment. 
• Independently resolve basic support issues; escalate complex problems to senior technicians. 
• Maintain a neat and organized workspace to protect assets and ensure safety. 
• Participate in IT and enterprise project tasks and attend related meetings. 
• Maintain documentation related to incident resolution, procedures, and knowledge base articles. 
• Collaborate with the team to identify areas for training and process improvement. 
• Support network infrastructure including cabling, switch/router installation and basic configuration. 
• Troubleshoot network and internet connectivity issues; extend and configure existing infrastructure as needed. 
• Manage 3CX phone system and provide basic troubleshooting. 
• Perform Active Directory management including user and computer account creation/removal, GPO management, and workstation scripting. 
• Support in-house A/V systems. 
• Provide basic support for Fibroscan equipment (training provided) and occasionally transport systems. 
• Monitor and Manager IT asset inventory and supplies; escalate when low. Document asset deployment and retirement lifecycle. 
• Participate in training sessions and stay current on IT trends and technologies relevant to healthcare and endpoint support. 
• Frequently travel to offsite or satellite locations to provide IT support using company or personal vehicle. 
• Perform miscellaneous duties and special projects as assigned. 

Knowledge/Skills/Abilities Required

• Positive attitude with high aptitude and eagerness to learn. 
• Excellent problem-solving and troubleshooting skills. 
• Strong proficiency with Microsoft Windows and Microsoft Office 365 applications. 
• Ability to follow directions and execute tasks accurately and in a timely manner. 
• Strong interpersonal and communication skills (written and verbal) 
• Prior experience in customer/client service. 
• Ability to manage multiple priorities while maintaining attention to detail. 
• Capable of lifting and carrying IT hardware as needed.

Qualifications

• High school diploma or GED from an accredited institution required. 
• At least two (2) years of Tier II helpdesk or technical support experience. 
• CompTIA A+ certification required. 
• CompTIA Network+ preferred. 
• Microsoft Certifications preferred. 

Work environment

Clinic and office settings

Physical demands

• Able to lift at least 50 lbs.
• Able to sit for long periods (at least 50%)
• Able to type and do computer work for long periods

Travel: 

• Some interoffice travel may be required up to 10-25% with use of a company vehicle or personal vehicle mileage reimbursement 
• Ability to drive, must have a valid driver's license and in good standing with the Dept. of Motor Vehicles

Benefits & Perks: 

• Health, Dental, Vision (with HSA plans and employer contribution) 
• 2 weeks PTO 
• 5 days Sick Time
• 7 Company holidays + 2 Half-days 
• 401K with company match 
• Short & Long Term Disability 
• Educational Assistance 
• Shared company vehicles for required travel 

Work authorization 

Must have valid documentation and authorization to work in the U.S. (sponsorship or visa transfer not available)

EEO statement

It is the policy of the Institute for Liver Health DBA Arizona Liver Health and Arizona Clinical Trials to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate. 

Notice to Staffing Agencies:
It is our policy that any and all contact with third party staffing or recruitment vendors come through our Talent Acquisition Team directly. We have an established and preferred network of contracted partners that we engage if and when we deem it necessary. We request that staffing agencies refrain from repeatedly contacting our hiring managers or employees directly. Unsolicited resumes, onsite solicitations, and inquiries will not be considered or responded to. Overly persistent and forceful inquires may also be blocked across our network at the domain level as spam. Thank you for your understanding and cooperation.