Desktop Support Technician II

Southwest Transplant Alliance•Dallas, TX

12d•Onsite

About The Position

The Desktop Support Technician II role is responsible for providing advanced technical support for installing, maintaining, and troubleshooting computer equipment, software applications, printers, and peripherals. This role addresses more complex technical issues and assists with escalated requests from Desktop Support Technician I and end-users. The technician is also responsible for account and asset management, system monitoring, and ensuring full compliance with healthcare IT security standards, including HIPAA regulations. In this role, the Desktop Support Technician II will also help maintain network and telephony systems, providing more advanced diagnostics and repair. The technician will contribute to system performance monitoring, promptly responding to alerts, and working closely with the security team to enforce data protection measures. The role encompasses a broad range of technical support tasks, including but not limited to advanced troubleshooting of hardware, software, and connectivity issues, user account management, network diagnostics and telephony system support, and system upgrades, asset management, and documentation.

Requirements

High school diploma required
Minimum of 2 years of experience in desktop support, mobile computing, or network troubleshooting with progressively more responsible.
CompTIA A+ certification is required
Advanced knowledge of network server installation, switch configuration, WAN management, and PBX telephony systems.
Understanding of HIPAA compliance and other healthcare data regulations is required.
Ability to troubleshoot technical issues and work through completion.
Ability to provide a high level of customer service.
Excellent communication skills are required.
Must communicate effectively with all personnel levels and represent the organization publicly.
Ability to work both independently and as part of a team required.
Ability to cope with high levels of stress and able to handle a heavy workload.
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities.
Current Driver’s license required.

Nice To Haves

Bachelor’s degree in MIS, CS, or a related field preferred.
Microsoft Modern Desktop Administrator, Azure Fundamentals, or equivalent certifications are preferred.
Experience with cloud platforms such as Microsoft Azure or similar environments is highly preferred.

Responsibilities

Serve as the escalation point for complex issues unresolved by Desktop Support Technician I, providing advanced diagnostics and troubleshooting.
Troubleshoot and resolve issues related to computer systems, applications, and network connectivity across both Windows and macOS platforms, as well as mobile devices (iOS, Android).
Perform advanced diagnostics and repairs on network infrastructure, including connectivity issues, routers, switches, and cabling.
Install, configure, and support advanced computer systems, applications, and peripherals (printers, scanners, AV equipment).
Ensure proper functionality and security of systems by deploying software updates and conducting regular system health checks.
Provide advanced setup and configuration of telephony (PBX) systems and resolve issues related to voice communication infrastructure.
Monitor and maintain network infrastructure, resolving more complex connectivity issues (LAN/WAN), and ensuring that users have uninterrupted access to network resources.
Assist with network upgrades and installations, including cabling and wiring for data networks within offices and between buildings.
Document network changes and configurations thoroughly to ensure a clear record for future troubleshooting and compliance audits.
Ensure all IT activities adhere to HIPAA and other healthcare-specific data protection regulations, safeguarding personal health information (PHI).
Collaborate with the cybersecurity team to ensure compliance with security policies, conducting vulnerability assessments and escalating potential security threats.
Assist in implementing security patches, encryption tools, and access control mechanisms to ensure compliance with healthcare data protection standards.
Manage user accounts and permissions for email, proprietary software, and phone systems.
Ensure proper authorization levels are maintained and decommission accounts for former employees.
Assist in provisioning IT resources for new hires, including system setup, hardware configuration, and network access, ensuring proper onboarding in collaboration with the People Services team.
Monitor system performance, identify potential issues, and proactively resolve them before they impact end users.
Respond to system alerts and incidents, providing prompt resolution or escalation to higher tiers as needed, adhering to defined SLAs.
Document all relevant details regarding system incidents and their resolution in the IT service management system, contributing to a robust knowledge base.
Work closely with Desktop Support Technician I to provide guidance and support in resolving escalated tickets, ensuring quick resolution.
Assist in training and mentoring junior staff, sharing best practices, and improving first-contact resolution rates.
Manage service requests for moves, additions, and changes to the infrastructure, including user hardware and network changes.
Maintain accurate records of assets, including hardware inventory, software licenses, and network configurations, ensuring compliance with organizational policies.
Provide after-hours support as part of a rotating on-call schedule to ensure continuous availability of IT services, especially during critical system incidents.
Contribute to process improvements by creating automation scripts (e.g., PowerShell) for common tasks such as system provisioning, software deployments, and diagnostics to streamline operations.
Evaluate new technologies and provide recommendations for implementation to improve IT services' efficiency and scalability.
Performs other duties as assigned.