Help Desk Lead
Summary
Pyx Health is hiring a hands-on Help Desk Lead as the first point of contact for IT support for ~230 employees in Tucson, AZ (fully on-site). Day-to-day work spans SolarWinds ticketing, Windows/macOS endpoint management via Intune and Autopilot, Microsoft 365/Entra ID onboarding, and Five9/RingCentral telephony support in a HIPAA/HITRUST-regulated environment.
Position Summary
Pyx Health is seeking a customer-focused and hands-on Help Desk Technician to serve as the first point of contact for technology support across the organization. This role supports approximately 230 employees, both in person and remotely, in a Microsoft-based, HIPAA-regulated, HITRUST-certified environment. The ideal candidate enjoys solving problems, communicates clearly with non-technical users, documents their work thoroughly, and knows when to escalate. This is a fully on-site position based at our Tucson, Arizona office; remote or hybrid work is not available for this role.
Key Responsibilities
End-User Support & Service Desk
- Respond to, triage, resolve, and document support requests in SolarWinds Service Desk within defined service levels.
- Provide in-person desk-side support at the Tucson office and remote support for distributed employees.
- Handle password resets, MFA issues, and access requests according to documented approval workflows.
- Escalate complex issues to the appropriate IT team member with clear, complete ticket notes.
- Participate in an after-hours on-call rotation for urgent issues, with a defined response window.
Hardware & Endpoint Management
- Manage the hardware lifecycle for laptops and peripherals, including provisioning, Intune and Autopilot enrollment, asset tagging, deployment, recovery, and coordination of secure disposal.
- Support Windows and macOS endpoints, including device compliance issues and software deployment under IT team direction.
Onboarding & Offboarding
- Execute employee onboarding and offboarding, including account setup in Microsoft 365 and Entra ID, equipment preparation, and timely access removal.
Contact Center & Telephony Support
- Troubleshoot contact center and telephony issues for call center staff, including Five9 softphone and browser-based calling, RingCentral, headsets, and home network quality.
- Gather logs and coordinate with vendor support to resolve recurring or complex issues.
Documentation & Compliance
- Write and maintain knowledge base articles and user-facing guides that help employees resolve common issues themselves.
- Maintain accurate ticket records that support HIPAA and HITRUST requirements, including access provisioning, incident logging, and routine maintenance documentation.
- Follow IT policies, procedures, and controls to protect the security and privacy of company and member information.
Preferred Qualifications
- 2+ years of help desk, desktop support, or IT support experience.
- Working knowledge of Windows 10 and 11, Microsoft 365, and Entra ID or Active Directory account administration.
- Experience working in a ticketing system with consistent, clear documentation habits.
- Strong customer service skills and the ability to explain technical issues in plain language.
- Ability to work independently, prioritize a busy queue, and manage time effectively.
- Experience with Microsoft Intune, Autopilot, or another endpoint management platform.
- macOS support experience.
- Experience supporting contact center software or VoIP telephony; Five9 experience a plus.
- Healthcare or high-compliance industry experience preferred.
- CompTIA A+, Network+, or Microsoft certifications such as MS-900 or MD-102 a plus.
- Basic PowerShell scripting a plus.
- Ability to lift and carry equipment up to 30 pounds.
- Successful completion of a background check.