Casa de la Luz Hospice

  • IT Helpdesk Level I

    Job ID
    Information Technology
    Regular Full-Time 40
    Shift (Days/Hours)
    Monday-Friday, 8am-5pm
  • Overview

    CasaHospice Logo

    Join our Dynamic Team of Professionals! 


    Now Hiring For: IT Helpdesk Level I


    Schedule is Monday-Friday 8am-5pm, Excellent Full Time Benefits Available!



    About Casa de la Luz Hospice:


    Lynette Jaramillo and Agnes C. Poore formed Casa de la Luz Hospice, LLC, in 1998 to provide sensitivity, care and support for patients and their loved ones in the final phase of life. They wanted to reach far beyond the usual and customary hospice service in Tucson. They built a team of individuals who are committed to guiding patients and their loved ones through the end of life journey with knowledge, compassion, and the highest ethical standards. Casa de la Luz's mission and core values are in the heart of each of its employees. In order to continuously fulfill our mission we seek to recruit caring and compassionate individuals.


    By joining the Casa de la Luz family you will have the opportunity to make a great contribution to the hospice community, and you will find your employment at Casa de la Luz Hospice to be a rewarding experience. Lynette and Agnes continue to lead the company's mission with a hands-on approach to the company's daily operations. Casa de la Luz Hospice has established an outstanding reputation for compassionate and superior care. Credit for this reputation goes to each individual in the organization. Casa has also been voted as Tucson's Best Place to Work on more than one occasion due to our commitment to our employees. Today, Casa de la Luz Hospice is the largest and one of the most trusted and respected hospices in Southern Arizona. We seek unique talent and energies to contribute to our culture of superior care.


    Position Summary:

    The IT Support Level I role provides first-level technical support and training to Casa de la Luz clinical and administrative staff. Employees in this role provide excellent and friendly service, and build good working relationships with colleagues.


    1. Identifies, analyzes and resolves basic end-user technical issues. Provides support via email, phone and in-person.  
    2. Installs and configures computer hardware and software, mobile devices, audio/visual equipment, and office equipment.
    3. Trains end-users in the use of assigned equipment and applications; explains usage policies and support protocols.
    4. Records support activities in Casa’s helpdesk ticketing system.
    5. Escalates support requests to tier-2 and tier-3 support as appropriate.
    6. Provides periodic on-call support during evenings/weekends.
    7. Adheres to Casa de la Luz Mission, Core Values and Job Non-Negotiables.
    8. Other duties as assigned.


    1. Associate degree in a related field, or the combination of education and experience that enables performance of all aspects of the position.
    2. General knowledge of IT operations, systems and applications in an SMB environment including IP networking concepts, client/server architectures, IT security controls, operating systems, help-desk operations, etc.
    3. Intermediate to advanced-level MS Office Suite experience (Outlook, Excel, Word, PowerPoint)

    Skills and Abilities Required

    1. Analytical Skills: Must have the ability to elicit, organize and analyze relevant information from users in order to identify and resolve technical problems.
    2. Technical Skills: Must understand and be familiar with computer hardware components, Windows OS installation and configuration, desktop software installation and maintenance processes, and troubleshooting/problem solving techniques. Must possess the ability to comprehend, retain and apply technical information documented in various media formats.
    3. Management Skills: Must be able to effectively manage priorities, schedules and risks for multiple tasks.
    4. Communication Skills: Requires excellent interpersonal, written, verbal, visual, electronic, presentation, listening, and group facilitation skills. Must be able to communicate technical ideas and information to non-technical audiences in an intelligible way. Must be able to write in explanatory and procedural styles for multiple audiences.
    5. Physical Abilities: Requires good hand-eye coordination; arm, hand and finger dexterity, including the ability to grasp; and visual acuity to use a keyboard, operate equipment and read technical information.


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