Level II IT Support Technician

Job Summary

The Information Technology Support – Tier II Technician provides frontline technical support to physicians, clinical staff, and administrative employees across all Arizona Center for Cancer Care (AZCCC) locations. This role troubleshoots hardware, software, and connectivity issues while supporting a hosted Citrix environment, Microsoft 365, Windows workstations, mobile devices, printers, and network infrastructure. Working in a fast-paced healthcare environment, the Technician delivers responsive customer service, maintains system reliability, and adapts quickly to changing clinical and operational priorities.

Duties and responsibilities

• Provides helpdesk support to physicians, nurses, and staff via phone, remote support tools, email, and in-person assistance
• Adapts to shifting daily priorities, re-sequencing work as urgent clinical needs arise
• Troubleshoots and resolves issues with desktops, laptops, printers, and office peripherals
• Supports users in the hosted Citrix virtual desktop environment and Microsoft 365 applications, including Outlook, Word, Excel, Teams, and OneDrive
• Quickly diagnoses and resolves issues affecting clinical operations or patient care workflows
• Deploys, configures, and maintains Windows desktops and laptops, including software installation (new user setups), OS updates, and security patches
• Provides remote support to clinic locations and travels between sites as needed, adjusting daily routing based on where support is most needed
• Troubleshoots network connectivity for workstations, printers, and mobile devices, and assists with installation of wired and wireless equipment, including switches, access points, and cabling
• Configures and supports printers, label printers, scanners, clinical office equipment, and iOS/Android mobile devices
• Maintains proficiency with emerging technologies and supports the rollout, implementation, and ongoing support of new systems, hardware, and operational workflows.
• Maintains accurate documentation of support requests, configurations, and troubleshooting procedures, updating as environments change
• Tracks and maintains inventory of hardware and software assets
• Escalates complex issues to senior IT staff or third-party vendors when necessary
• Provides basic user training on supported technology systems
• Supports clinic technology installations and workstation setups during office expansions or relocations
• Performs other duties as assigned

Direct reports

• N/A

EEO Statement

Arizona Center for Cancer Care provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Qualifications and Educational Requirement

• High school diploma or equivalent required; bachelor's degree preferred
• Technical diploma or degree in computer technology preferred,
• 3 years of experience, or equivalent practical IT experience; previous experience supporting technology in a healthcare or clinical setting is a plus but not required
• Demonstrated Ability of networking fundamentals, including TCP/IP, DNS, DHCP, VPN, and wireless networking

Licensure and Certifications

• Relevant IT certifications preferred (e.g., CompTIA A , Network , Microsoft Fundamentals)
• Valid driver's license required

Working conditions

• Works onsite in an office or clinical setting; work location may vary day to day across clinic sites
• Daily workload and priorities are variable and subject to change with little advance notice
• Emphasize collaboration with various stakeholders
• Necessitates effective communication and teamwork
• Functions in a fast-paced, continually evolving environment
• May require flexibility in working hours
• Requires adherence to safety protocols and compliance with healthcare regulations
• Valid driver's license and reliable transportation for travel between location.

Physical requirements

• Must be able to lift 25 lbs.
• Must be able to sit, stand, and walk for extended periods of time
• Must be able to bend, kneel, crawl, and twist as needed
• Must be able to see, hear, type, and speak
• Must be able to reach and pull