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# IT Service Desk Tech I

- **Company:** Monogram Health, Inc
- **Location:** Tempe, AZ, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Active Directory, JIRA, Microsoft Azure, Networking Basics, Diagnostic Tools, Information Technology, Hardware Infrastructure, Servicenow
- **Published:** August 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a96821a6ae25016e

## About the Role

* High School Diploma or GED required. Associate or bachelor's degree in computer science, Information Technology, or a related field preferred.
 * Experience using remote support and troubleshooting tools and meeting Service Level Agreement (SLA) expectations.
 * Familiarity with IT service management and ticketing platforms such as FreshService, Jira, and ServiceNow
 * Basic networking knowledge and security best practices, with intermediate understanding of common software and hardware technologies.
 * Basic to intermediate understanding of Microsoft Azure / Entra ID, Active Directory (on-premises environments)
 * Ability to research solutions independently and manage time effectively.
 * Active participation in maintaining and improving team resources and processes.
 * Ability to remain engaged and available during critical incidents and emergency situations, with a composed demeanor
 * Maintain a customer service mindset and willingness to assist users whenever needed.
 * Effective verbal and written communication skills to interact professionally with all levels of leadership and stakeholders, including the ability to communicate technical information clearly to both technical and non-technical audiences.
 * Minimum of one (1) of professional IT support experience preferred.
 * Current CompTIA A+ Certification preferred.
 * Relevant Google Certifications preferred.

## Description

Unlike a traditional IT support environment, this position operates within a healthcare setting and requires adherence to HIPAA regulations, strong attention to detail, and a commitment to providing exceptional technical support to end users such as healthcare providers and corporate employees., * Deliver Tier 1 technical support to end users in a healthcare environment.

 * Complete telephone troubleshooting and triage of hardware, software, application, and connectivity issued with approximate resolution time of 30 minutes.
 * Research and resolve technical problems before escalating as appropriate.
 * Appropriately escalates to next level for more complex problems or those requiring longer resolution time.
 * Manage and prioritize support tickets while meeting established SLA requirements.
 * Document incidents, troubleshooting steps, and resolutions accurately.
 * Communicate system issues, outages, and incident updates effectively and promptly.
 * Continuously identify opportunities for process improvement and provide feedback to enhance support operations.


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