The Role
Provides technical support to employees by receiving, documenting, troubleshooting, and resolving technology incidents and service requests. Configures and maintains computers, mobile devices, software, peripherals, and conferencing equipment across Windows, macOS, iOS, and Android environments. Supports Microsoft 365, identity and access management, device enrollment, onboarding and offboarding, asset inventory, cybersecurity, confidentiality, and HIPAA requirements. Escalates complex issues and delivers assistance through phone, email, remote tools, ticketing systems, and on-site interactions.
Summary Generated by Built In
Who We Are
At Copa Health, we are committed to People First, fostering a culture of compassion, innovation, and impact. We support individuals and families across Arizona through high-quality behavioral health and integrated care services while also investing in the growth and well-being of our team.
Why Join Copa Health?
At Copa Health, we prioritize the growth, well-being, and satisfaction of our team members. When you join our team, you’ll receive:
- Competitive salary and comprehensive benefits package
- Personalized Health Coverage – Receive a monthly, tax-free contribution to select the medical plan that works best for you, with guidance and support through our ICHRA program
- Dental and Vision Coverage to complement your health plan
- Generous PTO – up to 3 weeks in your first year, plus an additional wellness day to recharge
- 10 paid holidays annually
- Wellness Program, including access to mental health resources
- Tuition Reimbursement up to $3,000 to invest in your growth and career advancement
- Affordable Medical, Dental, and Vision plans to fit your needs
- 403(b) retirement plan with company match to help you plan for your future
- Employee Assistance Program with free coaching and therapy sessions
- Additional benefits including life insurance, disability coverage, pet insurance, and more
Who We're looking for
We’re seeking Full-Time
The IT Technical Help Desk Representative position is a member of a collaborative IT support team responsible for providing reliable, timely, and customer-focused technical support to Copa Health employees across the organization's locations. The position receives, troubleshoots, documents, and resolves end-user technology requests; configures and maintains computers, mobile devices, software, and peripherals; and supports technology needs associated with employee onboarding and offboarding. The role works with IT colleagues to escalate complex issues, maintain accurate service records, and support cybersecurity, confidentiality, and HIPAA requirements.
Key Responsibilities
- Receive, prioritize, document, troubleshoot, and resolve incidents and service requests through Freshservice in accordance with established service expectations and escalation procedures.
- Provide responsive support by telephone, email, remote-support tools, ticketing system, and in-person or on-site interactions; communicate status and next steps clearly to employees.
- Diagnose and resolve routine issues involving desktops, laptops, mobile devices, operating systems, software, network connectivity, account access, printers, and other peripherals.
- Enroll, configure, deploy, support, retrieve, and retire Windows, macOS, iOS, and Android devices and associated equipment.
- Support Microsoft 365 applications, including Teams, Exchange Online, OneDrive, and SharePoint; troubleshoot Entra ID and Active Directory access, multifactor authentication, and Microsoft Intune/Company Portal enrollment and device compliance.
- Assist with the setup, configuration, and troubleshooting of Teams and Zoom conferencing equipment and related audio/video technology.
- Coordinate technology-related onboarding and offboarding activities, including approved account provisioning, equipment preparation, deployment, collection, and access changes.
- Maintain accurate equipment inventory, device assignments, and asset lifecycle records.
Qualifications
- High school diploma or equivalent required. Associate degree or technical training in Information Technology, Computer Science, or a related field preferred.
- One or more years of experience providing technical support, help desk services, or desktop support preferred. Relevant technical education, certifications, or equivalent hands-on experience may be considered.
- Working knowledge of Microsoft 365 applications, Windows operating systems, computer hardware, software, and peripheral devices.
- Familiarity with troubleshooting user access, connectivity, software applications, and mobile devices.
- Familiarity with IT ticketing systems and remote-support tools; Freshservice experience preferred.
- Experience with Microsoft Entra ID, Active Directory, and Microsoft Intune preferred.
- CompTIA A+, Network+, or comparable technical certifications preferred.
- Ability to provide professional, customer-focused technical support and communicate solutions effectively to employees with varying levels of technical knowledge
- Ability to troubleshoot effectively through remote-support tools and during in-person or on-site support.
- Valid driver’s license, required insurance coverage, and ability to meet Copa Health driving requirements when operating a vehicle for work.
Copa Health is an Equal Opportunity Employer – All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, disability status, protected veteran status, or any other characteristics protected by law. Pre-Employment Criminal Background and Drug Testing Required. EOE.
Skills Required
- High school diploma or equivalent
- Associate degree or technical training in Information Technology, Computer Science, or a related field
- One or more years of technical support, help desk, or desktop support experience
- Relevant technical education, certifications, or equivalent hands-on experience
- Working knowledge of Microsoft 365 applications, Windows operating systems, computer hardware, software, and peripheral devices
- Familiarity with troubleshooting user access, connectivity, software applications, and mobile devices
- Familiarity with IT ticketing systems and remote-support tools
- Freshservice experience
- Experience with Microsoft Entra ID, Active Directory, and Microsoft Intune
- CompTIA A+, Network+, or comparable technical certification
- Ability to provide professional, customer-focused technical support and communicate solutions effectively
- Ability to troubleshoot through remote-support tools and during in-person or on-site support
- Valid driver's license, required insurance coverage, and ability to meet Copa Health driving requirements when operating a vehicle for work
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The Company
What We Do
Copa Health is an Arizona 501(c)(3) nonprofit delivering integrated, person-centered healthcare and human services to children and adults with intellectual, developmental, behavioral-health, and complex-care needs. Its continuum spans educational, therapeutic, rehabilitative, mental-health, primary-care, psychiatric, residential, housing, employment, case-management, elder-care, and family-support programs. Founded in 1957, the organization’s mission is to inspire health, hope, and happiness for individuals, families, and communities across Arizona.
