IT Help Desk Technician I

We need to output HTML fragment with sections: headings

for sections present: About the role? Actually we have "About Us" but not "About the role". The instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We should include sections only if posting has real specific content. We have location info (Scottsdale, Arizona, 4 days in office/1 day remote). That's schedule? Actually schedule is hybrid: 4 days in office/1 day remote. That's schedule info. So we can have a Schedule section. Compensation: First year compensation $46,000 - $52,000 annually (DOE) $1,200 annual technology allowance 401(k) company match. That's Pay and Benefits. So we can have Pay section (salary) and Benefits section (tech allowance, 401k match). Or combine? The instruction: prefer few substantive sections over many thin ones. Could combine Pay and Benefits into one? But they gave examples separate. We could have Pay section with salary, and Benefits section with tech allowance and 401k match. That's fine. Responsibilities: we have detailed responsibilities enumerated (1-5). So Responsibilities section. Your Experience, Background, and Skills: that's Requirements/Qualifications/Skills. Could split into Requirements and Skills. But we can combine into Requirements section. However they want separate headings if content exists. We have experience, background, skills. Could make Requirements section (experience) and Skills section (technical skills). Let's see: The text includes "Your Experience, Background, and Skills" then bullet list. That includes experience, knowledge of M365, Entra ID, Windows troubleshooting, ticketing system, networking literacy, customer service instincts, discretion, ability to work on site. That's a mix of requirements and skills. Could split: Requirements (experience, ability to work on site, discretion, willingness to learn HIPAA) and Skills (technical). But to keep few sections, maybe just one Requirements section covering all. However they gave examples of Requirements, Qualifications, Skills. Might be okay to have just Requirements. About Us: we have a paragraph about evolvedMD. That's "About Us" but not listed as example; but we could use About the role? Actually they said use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So "About Us" not in list but we could still use About the role? The role description is earlier. There's a paragraph "IT Help Desk Technician Role This position is based out..." that's like About the role. So we can have About the role section. Thus sections: About the role, Responsibilities, Requirements, Pay, Benefits, Schedule. We must not repeat job title as heading. So no heading for "IT Help Desk Technician". Good. We must not include Job ID etc. Not present. We must remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We must preserve all substantive information. We need to output only HTML fragment, no /, no markdown fences. Let's craft. About the role: combine first paragraphs: "This position is based out of evolvedMD's corporate headquarters in Scottsdale, Arizona. The requirement will be 4 days in office/1 day remote The Help Desk Technician I is the front door of IT at evolvedMD. This role owns the day-to-day support experience for clinicians and staff across five states — onboarding new hires, provisioning devices and access, resolving the issues that get in people's way, and making sure nothing sits in a queue waiting. This is a newly created position. evolvedMD is bringing end-user support in house after operating it through a managed service provider, and this role is the reason that's possible. You are not inheriting a mature service desk — you are helping build one, alongside an AI help desk agent that handles routine requests and a senior engineer who backs you on anything complex. The role reports to the CISO and is one of three internal IT employees. Our team is small by design, which means your work is visible, your judgment matters, and there is no layer between you and the people you support. It also means ownership: if you take a ticket, it is yours until it is resolved or properly escalated. You will work inside a HIPAA-regulated environment supporting behavioral health clinicians. When a clinician cannot get into their EHR, a patient visit is affected. That urgency is real, and it shapes how we work." We might split location and schedule later. Responsibilities: list the five numbered responsibilities with subpoints. Use

• for each responsibility, maybe nested lists for subpoints? The instruction: Use
  • for any list of duties/requirements/benefits. So we can make each responsibility a
  • and inside we can have
    for subpoints? That's still a list. We'll keep simple: each responsibility as
    • with its text. Requirements: list bullet points from "Your Experience, Background, and Skills". We'll make
      • each. Pay: salary range: "$46,000 - $52,000 annually (DOE)". Also maybe mention technology allowance? That's benefit. So Pay only salary. Benefits: "$1,200 annual technology allowance" and "401(k) company match". Also maybe mention HIPAA? Not benefit. We'll list those. Schedule: "4 days in office/1 day remote". Also location Scottsdale, Arizona. Could include location in Schedule or separate? Not required. We'll put location in Schedule section maybe as note. We must not create sections with filler like "commensurate with experience". We have real content. Now produce HTML. Let's draft:

        About the role

        ...

        Responsibilities

        • End User Support & Ticket Ownership: Serve as the primary point of contact for clinician and staff support requests across Microsoft 365, Windows endpoints, and business applications. Own tickets end to end: acknowledge, triage, resolve, document, and close — with clear communication to the requester throughout. No ticket goes quiet. Triage by impact. A clinician locked out of the EHR is not the same as a printer issue, and you will be trusted to tell the difference and act accordingly. Support users through Microsoft Teams chat, phone, email, and in person — meeting people where they already work rather than requiring them to file into a queue. Escalate cleanly to Tier 2/3 when an issue exceeds your scope, with context and troubleshooting already documented so the escalation does not start from zero.
        • Onboarding, Offboarding & Access Requests: Execute new hire provisioning: Entra ID account creation, license assignment, group membership, mailbox setup, and application access, completed ahead of start dates. Process offboarding and deprovisioning promptly and completely, ensuring access is revoked across all systems. Handle routine access requests, MFA resets, and password resets in accordance with documented approval workflows. Maintain accurate records of every access action. In a HITRUST environment, access requests must flow through a single documented ticket process — you are the operator of that process, and its integrity depends on your consistency.
        • Device & Endpoint Lifecycle: Provision, configure, and deploy Windows endpoints using Intune and Autopilot. Manage the device lifecycle: enrollment, asset tagging, shipping to remote staff, and collection and wipe on separation. Maintain an accurate asset inventory — device, assignee, location, and status. This is a compliance requirement, not an administrative nicety. Troubleshoot hardware, peripherals, printers, and conference room equipment; handle on-site physical tasks as needed. Escalate endpoint compliance and policy issues to the Senior Cloud & Security Engineer.
        • Knowledge, Documentation & Automation: Document every recurring issue and resolution in the knowledge base. If you solved it twice, it should be written down before the third time. Partner with the CISO to tune and improve our AI help desk agent — identifying which requests it should handle, where it falls short, and what knowledge it needs to resolve more at first touch. Build and maintain end-user guides so staff can self-serve where it makes sense. Contribute to service desk workflow design in Freshservice as the practice matures.
        • Service Desk Operations: Monitor the queue for aging tickets and surface anything at risk of breaching response expectations before it does. Track and report ticket volume, categories, and resolution times — this data directly informs how we staff and automate going forward. Participate in incident and change processes, including documenting actions taken during service disruptions. Support periodic access reviews and compliance evidence collection by maintaining clean, complete ticket records.

        Requirements

        • 1–2 years of help desk, desktop support, or service desk experience in a professional environment. Internships, university IT, or campus help desk experience counts.
        • Working knowledge of Microsoft 365 from an end-user support perspective: Outlook, Teams, SharePoint, OneDrive.
        • Familiarity with Entra ID (Azure AD) fundamentals — user accounts, groups, password and MFA resets.
        • Comfort with Windows 11 troubleshooting: profiles, applications, connectivity, performance, and peripherals.
        • Experience working in a ticketing system and a habit of documenting as you go.
        • Basic networking literacy: Wi-Fi, VPN, DNS, and knowing when a problem is not yours to solve.
        • Genuine customer service instincts. You will support clinicians who are between patients and short on time. How you communicate matters as much as what you fix.
        • Discretion with confidential information and a willingness to learn HIPAA requirements as they apply to your work.
        • Ability to work on site in Phoenix and handle occasional physical tasks — device setup, equipment moves, conference room support.

        Pay

        First year compensation $46,000 - $52,000 annually (DOE)

        Benefits

        • $1,200 annual technology allowance
        • 401(k) company match

        Schedule

        4 days in office/1 day remote; based out of evolvedMD's corporate headquarters in Scottsdale, Arizona.

        Check we didn't repeat job title. Good. We omitted "About Us" section; we used About the role which includes location and schedule but we moved schedule to separate. Ensure we didn't duplicate location info: About the role includes location line at start; we also have location in Schedule. Might be duplication but it's okay to keep both? The instruction: preserve ALL substantive information; do not invent or summarize away detail. Duplication is okay but maybe we should avoid repeating same sentence. We could remove location from About the role and keep only in Schedule. But About the role currently starts with "This position is based out of evolvedMD's corporate headquarters in Scottsdale, Arizona. The requirement will be 4 days in office/1 day remote". If we move that to Schedule, we should edit About the role to not include that sentence. Let's adjust About the role to start after that sentence. Thus About the role paragraph: "The Help Desk Technician I is the front door of IT at evolvedMD. This role owns the day-to-day support experience for clinicians and staff across five states — onboarding new hires, provisioning devices and access, resolving the issues that get in people's way, and making sure nothing sits in a queue waiting. This is a newly created position. evolvedMD is bringing end-user support in house after operating it through a managed service provider, and this role is the