Lead Client Services Technician

Job Description

Position Title: Lead Client Services Technician
Department: Information Technology / Client Services
Reports To: Senior Systems Architect
Leads: Client Services / Helpdesk staff

Arizona Community Physicians

Become part of Arizona Community Physicians (ACP), Arizona’s largest and most successful physician-owned medical group. ACP is a patient-centered organization consisting of approximately 800 employees. Our group includes 166 providers in specialties of family medicine, internal medicine, geriatrics, pediatrics, endocrinology, dermatology, and gynecology. We are located in 50+ locations of varying sizes in Tucson, Oro Valley, and Green Valley. Our dynamic group offers many opportunities for professional growth and personal satisfaction.

Our IS Department is currently seeking a full-time qualified candidate to join our collaborative team in delivering excellence in systems management and user support. Our IS Department is comprised of a skilled team of application, systems support and management professionals. This position is at our Administrative Office where employees enjoy a casual and professional work environment with an opportunity for a hybrid work status. This position is open to local candidates in the Tucson area.

Position Summary

The Lead Client Services Technician serves as the senior technical lead for the Client Services department and provides day-to-day guidance, mentoring, and escalation support for Helpdesk staff. This role combines advanced end-user support leadership with junior-level systems administration responsibilities. The Lead Client Services Technician is responsible for resolving complex endpoint and user support issues, improving support processes, assisting with software deployment and endpoint management, and supporting core Microsoft infrastructure and related enterprise technologies.

Essential Duties and Responsibilities

• Serve as the primary technical lead and escalation resource for the Client Services / Helpdesk team.
• Provide day-to-day guidance, mentoring, training, and knowledge sharing for Client Services staff.
• Assist in assigning, prioritizing, and following up on support tickets to help ensure timely resolution and quality service.
• Troubleshoot and resolve advanced end-user computing issues involving Windows desktops and laptops, software, authentication, printers, peripherals, connectivity, and business applications.
• Support user account administration and troubleshooting in Active Directory, Entra ID, Microsoft 365, and related systems.
• Assist with onboarding, offboarding, permissions, workstation setup, device replacement, and endpoint standards.
• Support software packaging, deployment, inventory, and patching processes using tools such as PDQ Deploy, PDQ Inventory, SmartDeploy, and related endpoint management tools.
• Assist with imaging, endpoint provisioning, hardware lifecycle tasks, and workstation configuration standards.
• Support Windows printing environments, including printer deployments, troubleshooting, print queues, and print server administration.
• Perform junior systems administration tasks under the direction of the Senior Systems Architect, including support for Windows servers, shared resources, administrative tools, and infrastructure-related operational tasks.
• Create, maintain, and improve scripts, automation, and support tools using PowerShell, batch, or other appropriate methods.
• Assist with documentation, knowledge base content, technical procedures, and standard operating practices.
• Identify recurring issues and recommend process, tooling, and configuration improvements to reduce support volume and improve end-user experience.
• Participate in infrastructure and endpoint-related projects as assigned.
• Coordinate with vendors, internal departments, and IT leadership on technical issues and service improvements.
• Participate in after-hours work or escalations and on-call rotations as needed.
• Other duties as assigned

Required Qualifications

• Associate degree in Information Technology or related field, or equivalent experience.
• 5+ years of IT support experience in a business environment.
• Prior experience as a senior technician, escalation technician, or team lead in a desktop support/helpdesk/client services environment.
• Strong experience supporting Windows 10/11 endpoints in an Active Directory environment.
• Working knowledge of hybrid Microsoft environments, including Active Directory, Entra ID, and Microsoft 365.
• Experience with endpoint deployment, imaging, patching, inventory, and support tools such as PDQ Deploy, PDQ Inventory, SmartDeploy, or similar products.
• Working knowledge of PowerShell and batch scripting for support and administrative tasks.
• Experience troubleshooting printers, print servers, software deployment, user profiles, permissions, and common line-of-business application issues.
• Strong customer service, communication, documentation, and mentoring skills.
• Strong troubleshooting and organizational skills, with the ability to manage multiple priorities.
• Able and willing to lift up to 50 pounds, climb into/onto elevated platforms, stand/walk during shifts and frequently push, pull, squat, bend, and reach.
• Valid driver’s license.
• Reliable transportation with valid registration and adequate insurance.

Preferred Qualifications

• Experience in healthcare, multi-site environments, or other fast-paced enterprise support settings.
• Experience supporting Citrix environments and clinical/business application users.
• Experience with Group Policy troubleshooting, shared folders/permissions, endpoint security tools, and Microsoft administration.
• Experience assisting with junior server administration and operational infrastructure tasks.

Knowledge, Skills, and Abilities

• Advanced desktop and endpoint troubleshooting
• Helpdesk leadership and technician mentoring
• Windows administration and Microsoft ecosystem support
• Software deployment and endpoint lifecycle management
• Active Directory / Entra ID user and device administration
• PowerShell and batch scripting fundamentals
• Print server and printer troubleshooting
• Documentation, process improvement, and escalation handling

Pay: $1.00 - $2.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person