About Us:

MBI (Medicine for Business and Industry) is an industry leading operator of occupational and medical clinics, throughout Arizona, California, Colorado, Nevada and California and maintain our corporate office in Phoenix, AZ.

Job Summary:

The Service Delivery group is the first point of contact that receives and responds to employee inquiries and requests for technical assistance, provides quick, long term, and permanent resolution to user issues, elevates and/or assigns support actions to other IT Team members as needed. The Service Delivery Technician I assist the Service Delivery Manager and offers support to the entire department. The position requires a solid understanding of Information Technology equipment, products, and concepts.

Duties/Responsibilities:

• Diagnose, support, and resolve technical issues for employees.
• Provide support on all IT related issues as needed.
• Ability to walk remote users through troubleshooting and diagnostics throughout the problem-solving process.
• Prioritize and respond to employee technical needs through help desk ticketing application.
• Deliver & setup up end user’s PC utilizing standard imaging tools (e.g., MDT, Intune), Microsoft 365 & various applications utilized by the company.
• Assist in the configuration of end-user equipment, hardware, software, peripherals, phones, tablets including IT equipment moves.
• Track inventory for computers, peripherals & mobile devices.
• Setup up end user profiles for networking, Microsoft 365 onboarding, offboarding & various applications utilized by the company.
• Coordinate timely repair of computer equipment, cell phones and peripheral equipment covered by third-party vendors.
• Maintain accurate and updated documentation, including knowledgebase articles.
• Produce activity and status reports as requested.
• Works on projects/upgrades as the company grows and technology changes.

Required Skills/Abilities:

• Experience diagnosing and repairing laptops, PCs and printers required.
• Understanding of networking including IP Addressing, DHCP and DNS, network printing, mapping network drives.
• Experience with Microsoft 365 products, including installation and support.
• Microsoft SharePoint and Teams sites experience a plus.
• Experience administering Microsoft Active Directory.
• Experience with ticketing systems, Zendesk experience is a plus.
• Experience supporting 600 users.
• Must possess excellent written and verbal communication and customer service skills.
• Willingness to learn new technologies as they arise (e.g., Cloud Solutions, Automation)

Education and Experience:

• Associates degree or higher preferred in a technical or computer science discipline; IT certifications without a degree or other equivalent will be considered.
• Minimum 3 years' experience working in IT Support or Helpdesk role is required within a Windows OS based environment.
• CompTIA A certification a plus.
• Experience in the medical industry is a plus.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.