Founded in 1982, MBI Industrial Medicine, Inc. is an Arizona based company operating 31 full service occupational healthcare facilities in Arizona, Colorado, California, and Nevada. MBI is unique - we are the only occupational healthcare company with the sole focus of treating the injured worker. Staffed with passionate medical professionals, our mission is to provide timely, compassionate care, coupled with evidence-based practice for industry-leading results.

We’re a company on the move, with plans for expansion into new states. This means new opportunities at all levels of the business! If you are looking for a rewarding career, want the opportunity to work with a highly skilled team of dedicated healthcare providers, and have the desire to grow as a medical professional, apply to MBI today!

Summary: 

The Service Delivery group is the first point of contact that receives and responds to employee inquiries and requests for technical assistance, provides resolution to user issues, elevates and/or assigns support actions to other IT Team members as needed. The Service Delivery Technician II assists the Service Delivery Manager and offers level 2 support to the entire department. The position requires a solid understanding of Information Technology equipment, products, and concepts.

Responsibilities:

• Diagnose, support and resolve technical issues for employees. 
• Provide level 2 support on all IT related issues as needed.
• Ability to walk remote users through troubleshooting and diagnostics throughout the problem-solving process.
• Prioritize and respond to employee technical needs through help desk ticketing application expediently.
• Deliver, set up and assist in the configuration of end-user equipment, including desktop/laptop hardware, software, peripherals, phones, tablets.
• Track inventory for computers, peripherals & mobile devices
• Setup up end user profiles for networking, Microsoft 365 & various applications utilized by the company.
• Coordinate timely repair of computer equipment, cell phones and peripheral equipment covered by third-party vendors.
• Work with geo-specific MSP’s, to ensure timely attention to critical IT matters.
• Maintain accurate and updated documentation, including knowledgebase articles.
• Produce activity and status reports as requested.
• Builds and maintains organizational standards in Microsoft 365 services, like SharePoint, and Teams.
• Works on projects/upgrades as the company grows and technology changes.
• Additional duties as assigned by management. 
• Some travel may be required.
• Flexible time may be requested, in advance where possible, to facilitate projects and business needs.

Required Skills/Abilities: 

• Experience diagnosing and repairing laptops, PCs and printers required.
• Solid understanding of networking including IP Addressing, DHCP and DNS, network printing, mapping network drives.
• Experience with Microsoft 365 products, including installation and support.
• Microsoft SharePoint experience a plus.
• In-depth knowledge and use of Microsoft Active Directory.
• 3 years of management and administration of Microsoft 365.
• Experience with supporting SharePoint and Teams sites a plus
• Experience with Zendesk Service.
• Experience supporting 400 users.
• Must possess excellent written and verbal communication and customer service skills.

Education and Experience: 

• Associates degree or higher preferred in a technical or computer science discipline; IT certifications without a degree or other equivalent will be considered.
• Minimum 3 years' experience working in IT Support or Helpdesk role is required.
• CompTIA A certification a plus.
• Microsoft 365 Administrator certification a huge plus.

Physical Requirements: 

• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to lift up to 15 pounds at times.

Benefits: 

At MBI our daily efforts to provide accessible, convenient care to people who’ve been injured at work are a team effort. Every employee and every role are necessary and valued. Rewarding the dedication and commitment of our employees extends beyond a paycheck. In addition to competitive salaries, we offer to full-time employees:

• Paid Time Off
• Group Medical, Dental & Vision
• Life, Short-Term & Long-Term Disability
• 401(K) with company match