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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT SUPPORT SPECIALIST II - **Company:** Southwest Medical Imaging - **Location:** Scottsdale, AZ, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple IOS, Apple Mac Systems, Health Informatics, System Configuration, Data Transmissions, Desktop Computing, Information Retrieval, Local Area Networks, ServiceNow IT Service Management, Tablet Computers, Computer Equipment, Information Technology, Laptops, Servicenow - **Published:** May 16, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0df0ffb7f4800d50 ## About the Role Do you have a valid Driver's License license?, Do you have experience in macOS?, * Superior customer service skills * Effective written and verbal communication skills across a diverse user base * Able to work around medical office hours (includes nights and/or weekends as needed) * Adaptable to changing priorities, tasks, and work schedules * Excellent analytical and problem-solving skills * Able to work under pressure and with time constraints * Ability to handle multiple tasks simultaneously * Current and valid driver's license with reliable transportation, * Minimum of 2 years in a business IT support tier 1 * Desktop hardware repair experience including personal computers and printers. * Experience with modern Windows Operating systems and Apple OS Additional Desired Experience * Experience using an IT ticketing solution (Remedy, ServiceNow, Service Desk, etc.) * Previous experience in Healthcare Information Systems (PACS, RIS) * Experience managing users, groups, and computers in Active Directory. * Knowledge in supporting mobile technologies including cell phones and laptop encryption. * Certifications relating to helpdesk or desktop support, such as: A+, Net+, MCP or MCDST * Experience in maintaining asset inventory (organization, replenish, procurement, and research). * Experience with adhering to ITIL standards (incident and change management). * Experience working in a 24x7 zero downtime IT environment., While performing the job duties, the employee is required to regularly sit, use hands, reach, talk, and hear. Frequently required to stand and walk. Occasionally require to lift/move up to 50 pounds. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. This position is primarily in-office but occasional work from home days. ## Description As an IT Support Specialist II, you will offer superior customer service and first & second level technical support to our internal and external users. This position is focused on technology such as desktop and peripheral hardware, as well as client-side support of business and healthcare applications. Support Specialist II receive incident requests via phone queue and electronic ticketing system. Travel within the Phoenix area for onsite work is required. Get issues escalated from Tier 1 support., * Answer incoming technical trouble calls via phone, face-to-face, and email from staff and physicians. Build rapport and elicit problem details from help desk customers. * Make an initial assessment of requests, attempt to resolve, or refer to someone who can. * Keep customers informed on request status and progress. Perform post-resolution follow-ups to help requests. * Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution. * Participate in the delivery of a full range of customer support services to the organization: installing, configuring, upgrading, and troubleshooting any hardware and software components. * Present formal and informal information technology training and assistance to customers. * Use and develop best practice guidelines and knowledge base articles for end users. * Assist with enforcing security and privacy requirements on user software and network environments. * 1st and 2nd level support for technologies including computer hardware (desktops, laptops, tablets, printers) and software, computer assisted information retrieval, data communication networks, local area networks and technology interfaces. * Troubleshoots and corrects complex software problems to include resolving conflicts between applications, hardware and/or device conflicts, and operating system faults. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [ZEISS & Microsoft - Building the Next Generation Medical Ecosystem in the Cloud](https://www.wearedevelopers.com/videos/424-zeiss-microsoft-building-the-next-generation-medical-ecosystem-in-the-cloud) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [From Bedside Beeps to Interoperable Bytes – Getting your medical devices ready to talk the IEEE 11073 language](https://www.wearedevelopers.com/videos/771-from-bedside-beeps-to-interoperable-bytes-getting-your-medical-devices-ready-to-talk-the-ieee-11073-language) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)