IT Support/ServiceDesk at Personify Health in Tempe, AZ

Summary: Personify Health is a company focused on personalized health solutions, aiming to empower individuals to lead healthier lives. The IT Support/ServiceDesk role is crucial for providing fast and reliable IT support to employees globally, ensuring that technology functions effectively to support health and work. Responsibilities include resolving user issues, managing ticket flow, and maintaining IT systems and environments. Responsibilities: - Resolve user issues quickly: Provide Tier 1 support via ticketing system, phone, and email, diagnosing and resolving issues or escalating when needed to meet SLA targets - Manage ticket flow and SLAs: Triage tickets, maintain a 4-hour response and 24-hour resolution/escalation window, and ensure accurate closure to prevent reopen rates - Support core systems: Maintain and troubleshoot Office 365, Active Directory, Azure, Intune, and other cloud-based platforms used across the organization - Maintain end-user environments: Configure and support laptops, desktops, and mobile devices, ensuring OS updates, antivirus patching, and secure configurations are in place - Keep offices operational: Support meeting rooms, AV systems, and corporate technology across locations, including office deployments and on-site setup - Troubleshoot infrastructure issues: Assist with hardware, networking (LAN/WAN/WLAN), software issues, backups, and file recovery - Manage identity and access: Maintain Active Directory and Azure AD accounts, including provisioning, deprovisioning, and access updates - Support file transfer and automation: Manage file transfer platforms, test connections, and review workflows to improve reliability and issue resolution - Maintain IT assets and licensing: Track hardware, software, and licensing inventory, ensuring records are accurate and compliant - Contribute to compliance and audits: Assist with SOC and HITRUST evidence collection and audit requirements - Build documentation and processes: Create and maintain user guides, setup documentation, and service catalog entries within the ticketing system - Deliver projects and deployments: Support assigned IT projects, including testing applications and systems before production rollout Required Qualifications: - Associate's degree, or equivalent, in computer science or related discipline - 1–2 years of IT desktop support experience, including network support and MS Windows applications - A+ Certificate - Must reside in Arizona - Microsoft Office 365 administration - Active Directory and Azure Active Directory - Windows and Mac client operating systems - LAN/WAN/WLAN networking - TCP/IP, DNS, DHCP - Network cabling, PCs, laptops, printers, and email systems - SSO/Identity Provider management (OpenID/SAML applications) - Mobile Device Management (MDM) for laptops and mobile devices Required Skills: IT desktop support, Network support, Microsoft Office 365 administration, Active Directory, Azure Active Directory, Windows client operating systems, Mac client operating systems, LAN/WAN/WLAN networking, TCP/IP, DNS, DHCP, Network cabling, PCs, Laptops, Printers, Email systems, SSO/Identity Provider management, OpenID, SAML applications, Mobile Device Management (MDM), A+ Certification Benefits: Comprehensive medical and dental through our own health solutions (yes, we use what we build), Unlimited PTO—rest and recharge time is non-negotiable, Mental health support, retirement planning, and financial protection, Professional development with clear career progression and learning budgets, Mission-driven culture where diverse perspectives drive real impact on people's health