{"id":1207298,"url":"https://alion.io/job/evolvedmd-it-help-desk-technician-i","title":"IT Help Desk Technician I","company":{"id":672989,"name":"evolvedMD","domain":"evolvedmd.com","url":"https://alion.io/company/evolvedmd","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Scottsdale, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":46000,"max":52000,"currency":"USD","period":"year","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"DNS","optional":false},{"name":"HIPAA","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Microsoft Teams","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-24T17:49:56Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-25T23:05:23Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"IT Help Desk Technician Role\nThis position is based out of evolvedMD’s corporate headquarters in Scottsdale, Arizona. The requirement will be 4 days in office/1 day remote\nThe Help Desk Technician I is the front door of IT at evolvedMD. This role owns the day-to-day support experience for clinicians and staff across five states - onboarding new hires, provisioning devices and access, resolving the issues that get in people's way, and making sure nothing sits in a queue waiting.\nThis is a newly created position. evolvedMD is bringing end-user support in house after operating it through a managed service provider, and this role is the reason that's possible. You are not inheriting a mature service desk - you are helping build one, alongside an AI help desk agent that handles routine requests and a senior engineer who backs you on anything complex.\nThe role reports to the CISO and is one of three internal IT employees. Our team is small by design, which means your work is visible, your judgment matters, and there is no layer between you and the people you support. It also means ownership: if you take a ticket, it is yours until it is resolved or properly escalated.\nYou will work inside a HIPAA-regulated environment supporting behavioral health clinicians. When a clinician cannot get into their EHR, a patient visit is affected. That urgency is real, and it shapes how we work.\nLocation\nThis position is based out of evolvedMD’s corporate headquarters in Scottsdale, Arizona. The requirement will be 4 days in office/1 day remote\nCompensation Package \nFirst year compensation $46,000 - $52,000 annually (DOE)\n$1,200 annual technology allowance\n401(k) company match\nYour Experience, Background, and Skills\n1-2 years of help desk, desktop support, or service desk experience in a professional environment. Internships, university IT, or campus help desk experience counts.\nWorking knowledge of Microsoft 365 from an end-user support perspective: Outlook, Teams, SharePoint, OneDrive.\nFamiliarity with Entra ID (Azure AD) fundamentals - user accounts, groups, password and MFA resets.\nComfort with Windows 11 troubleshooting: profiles, applications, connectivity, performance, and peripherals.\nExperience working in a ticketing system and a habit of documenting as you go.\nBasic networking literacy: Wi-Fi, VPN, DNS, and knowing when a problem is not yours to solve.\nGenuine customer service instincts. You will support clinicians who are between patients and short on time. How you communicate matters as much as what you fix.\nDiscretion with confidential information and a willingness to learn HIPAA requirements as they apply to your work.\nAbility to work on site in Phoenix and handle occasional physical tasks - device setup, equipment moves, conference room support.\nYour Responsibilities \n1 - End User Support & Ticket Ownership\nServe as the primary point of contact for clinician and staff support requests across Microsoft 365, Windows endpoints, and business applications.\nOwn tickets end to end: acknowledge, triage, resolve, document, and close - with clear communication to the requester throughout. No ticket goes quiet.\nTriage by impact. A clinician locked out of the EHR is not the same as a printer issue, and you will be trusted to tell the difference and act accordingly.\nSupport users through Microsoft Teams chat, phone, email, and in person - meeting people where they already work rather than requiring them to file into a queue.\nEscalate cleanly to Tier 2/3 when an issue exceeds your scope, with context and troubleshooting already documented so the escalation does not start from zero.\n2 - Onboarding, Offboarding & Access Requests\nExecute new hire provisioning: Entra ID account creation, license assignment, group membership, mailbox setup, and application access, completed ahead of start dates.\nProcess offboarding and deprovisioning promptly and completely, ensuring access is revoked across all systems.\nHandle routine access requests, MFA resets, and password resets in accordance with documented approval workflows.\nMaintain accurate records of every access action. In a HITRUST environment, access requests must flow through a single documented ticket process - you are the operator of that process, and its integrity depends on your consistency.\n3 - Device & Endpoint Lifecycle\nProvision, configure, and deploy Windows endpoints using Intune and Autopilot.\nManage the device lifecycle: enrollment, asset tagging, shipping to remote staff, and collection and wipe on separation.\nMaintain an accurate asset inventory - device, assignee, location, and status. This is a compliance requirement, not an administrative nicety.\nTroubleshoot hardware, peripherals, printers, and conference room equipment; handle on-site physical tasks as needed.\nEscalate endpoint compliance and policy issues to the Senior Cloud & Security Engineer.\n4 - Knowledge, Documentation & Automation\nDocument every recurring issue and resolution in the knowledge base. If you solved it twice, it should be written down before the third time.\nPartner with the CISO to tune and improve our AI help desk agent - identifying which requests it should handle, where it falls short, and what knowledge it needs to resolve more at first touch.\nBuild and maintain end-user guides so staff can self-serve where it makes sense.\nContribute to service desk workflow design in Freshservice as the practice matures.\n5 - Service Desk Operations\nMonitor the queue for aging tickets and surface anything at risk of breaching response expectations before it does.\nTrack and report ticket volume, categories, and resolution times - this data directly informs how we staff and automate going forward.\nParticipate in incident and change processes, including documenting actions taken during service disruptions.\nSupport periodic access reviews and compliance evidence collection by maintaining clean, complete ticket records.\nAbout Us\nAt evolvedMD, we are leading the integration of behavioral health services in modern primary care. How? We use a uniquely upfront, innovative, and ongoing approach that places our clinicians on site and in person at each of the practices we serve. As one of America’s largest and most seasoned companies dedicated to integration, we fully embed behavioral health managers into a collaborative team. evolvedMD is committed to meeting patients where they are most comfortable: whether that is in person and on site at your practice location or virtual. We offer early, comprehensive, and dedicated care to help patients achieve the best possible behavioral health outcomes.\nTo find out more about what it’s like to work at evolvedMD, visit our Resources and News page at https://www.evolvedmd.com/resources where you can learn about our culture, leaders, innovations, and impact in the community.","description_format":"text","description_chars":6826,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Psychiatric Care","Care Coordination & Population Health"],"lifecycle":[{"event":"open","at":"2026-09-25T00:53:59Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":14,"reasons":["conf:4","win:early","comp:junior"],"computed_at":"2026-09-25T05:45:01Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":false},"html_url":"https://alion.io/job/evolvedmd-it-help-desk-technician-i","json_url":"https://alion.io/job/evolvedmd-it-help-desk-technician-i.json","meta":{"generated_at":"2026-09-26T00:55:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":874,"day_limit":5000,"remaining_today":4126,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}