Help Desk Lead

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.