Hybrid Desktop Support Technician

Hospicelink; Mesa (AZ); On-site; USD 55,000 - 70,000; Full time

Job summary

Hospicelink is seeking an experienced IT Help Desk professional to support internal users in a fast-paced environment. You will diagnose, troubleshoot, and resolve hardware, software, and network issues across Windows and Mac platforms, delivering Tier 1 and 2 support by phone, email, remote tools, and on-site when needed.

Key responsibilities include configuring desktops and laptops, printers, peripherals; deploying software updates; managing user accounts and access controls; maintaining asset

Qualifications

• 2+ years of experience in desktop or end-user support in a professional IT environment
• Strong knowledge of Windows OS, Microsoft 365, desktop imaging, antivirus tools, and networking fundamentals
• Certifications such as CompTIA A+, Network+ or Microsoft certifications a plus

Responsibilities

• Diagnoses, troubleshoots, and resolves hardware, software, and network-related issues across Windows and Mac environments. Provides Tier 1 and Tier 2 technical support via phone, email, remote tools, and in-person interaction. Escalates complex issues appropriately while maintaining ownership and ensuring follow-through.
• Delivers timely, courteous, and effective assistance for desktop, laptop, peripheral, and mobile device issues. Supports end users with Microsoft Office Suite, web-based tools, VPN, and productivity platforms; ensures high customer satisfaction through prompt resolution.
• Install, configure, and maintain desktop and laptop systems, printers, scanners, and other peripherals; deploy and update software applications and security patches; maintain asset inventory and lifecycle processes.
• Assist in setting up and maintaining user workstations, accounts, and access controls; ensure systems are compliant and up-to-date; support onboarding and offboarding procedures.
• Log support tickets, resolutions, and updates; maintain documentation in knowledge base and SharePoint; track IT assets, licensing, and configuration records.
• Collaborate with cross-functional IT teams to resolve incidents, deploy technologies, and support enterprise projects; participate in system upgrades, rollouts, and audits.
• Deliver excellent customer service by communicating effectively with users at all technical levels; educate users on IT policies and best practices; maintain a user-first mindset.

Skills

Windows OS

Microsoft 365

Imaging & deployments

Networking fundamentals

ITSM/TDX ticketing

Education

Associate’s degree in Information Technology or related field

Certifications such as CompTIA A+, Network+, or Microsoft certifications a plus

Tools

ServiceNow

Zendesk

Active Directory

Job description

Hospicelink is seeking an experienced IT Help Desk professional to support internal users in a fast-paced environment. You will diagnose, troubleshoot, and resolve hardware, software, and network issues across Windows and Mac platforms, delivering Tier 1 and 2 support by phone, email, remote tools, and on-site when needed.

Key responsibilities include configuring desktops and laptops, printers, peripherals; deploying software updates; managing user accounts and access controls; maintaining asset