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 membe...