IT Help Desk Technician

Cranial Technologies, Inc.; Tempe (AZ); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

401k Retirement Plan with CompanyMatch

3.5 Weeks Paid Time Off + 7 Holidays

Life Insurance

Short/Long Term Disability Insurance

Job summary

Cranial Technologies is seeking an IT Helpdesk Technician for our Tempe headquarters to provide tier one support for end users, imaging and configuring new computers, and remote assistance. The role requires strong communication, customer service, and the ability to manage multiple priorities in a fast-paced environment.

Night/early morning shifts to cover Eastern Time clinics, with on-site work. Opportunity to grow skills through varied IT projects and collaboration with a supportive team.

Qualifications

• 1–3 years of relevant IT helpdesk experience.
• A+ certification is a plus.
• Associate degree in IT or related field preferred.
• Proficient in Windows desktop environments, hardware, and software.
• Strong communication and customer service skills.
• Must be able to lift 50 lbs.

Responsibilities

• Provide tier one IT helpdesk support via phone, ticketing system, and Teams chat.
• Respond to emergent IT incidents and coordinate resolutions.
• Image and configure new computer systems; maintain inventory.
• Support end users via telephone and remote desktop.
• Assist with technology projects as assigned.
• Work on-site at headquarters in Tempe; support clinics in ET zone.
• Participate in on-call rotation.

Skills

Windows 10/11 support

Imaging familiarity

Active Directory / Entra ID

Network troubleshooting

Ticketing system documentation

KB article creation/update

Customer service & communication

Multitasking & prioritization

On-call readiness

Education

Associate degree in IT or related field

A+ certification

Tools

Office 365

Job description

Cranial Technologies is the only company in the world completely dedicated to researching, diagnosing, and treating plagiocephaly (commonly called flat head syndrome). With over 500,000 babies successfully treated, we are the plagiocephaly experts.

Cranial Technologies has been a leader in plagiocephaly, helping babies for over 35 years! We are a growing company with over 100 clinics throughout the US, including our manufacturing facility in Chandler and our Corporate headquarters in Tempe, Arizona. We currently have over 800 employees and continue to grow.

We are accepting applications for an IT helpdesk technician at our headquarters in Tempe. This role is a “tier one” level role, focusing on: assisting end users with issues that will come in via phone, ticketing system, or teams chat; response to emergent situations; imaging and configuration of new computer systems; and projects as assigned. Support is provided over the phone, Teams chat and remote desktop connections.

In this role, you will be joining a supportive team with many opportunities for advancing your skillset. The ideal candidate for this role will possess strong communication skills, excellent customer service, and must be comfortable organizing and managing multiple priorities at any given time.

The candidate must be able to work early morning shifts to support clinics in the Eastern Time zone. This is an on-premise only role.

Technical Requirements:

• Experience supporting Windows 10/11.
• Familiarity with imaging.
• Setup of new computers as well as break/fix support.
• Active Directory / Entra ID knowledge.
• Troubleshooting of network connectivity.
• Documentation of work within our ticketing system.
• Assist in creation and updating knowledge base articles.
• Contact vendor technical support for warranty and repairs.
• Help maintain software and hardware inventory.
• Provide telephone and remote support to end-users.
• On call as needed (in general, one week each month and we receive few calls during off hours).
• Assist with other technology projects as assigned.
• Office 365 management experience is a plus.
• Ensure HIPAA compliance is maintained.

Skill and Education Requirements:

• 1-3 years of recent, similar experience.
• A+ certification is a plus.
• Associate degree in information technology or related field highly desired.
• Proficient knowledge of all desktop hardware, software, and applications.
• Excellent problem-solving skills.
• Ability to multitask, prioritize, and accomplish all given tasks in a timely manner.
• Professional demeanor with a positive attitude
• Superior customer service and communication skills.
• Ability to thrive and contribute to a positive team environment.
• Must be self-motivated.
• Ability to lift 50lbs.

Benefits Package for Cranial Technologies:

• Medical, Vision, and Dental Insurance
• 401k Retirement Planwith a Company Match
• 3.5 Weeks Paid Time Off + 7 Paid Company Holidays
• Life Insurance
• Short/Long Term Disability Insurance
• The salary range for this position is $40,000 - $55,000 and is dependent on the applicant's relevant skills and experience.

Applicants must be authorized to work for any employer in the U.S. We are currently unable to sponsor or take over sponsorship of an employment Visa currently.