IT Help Desk Technician

Epiphany Business Services, LLC•Austin, TX

4h•Onsite

About The Position

Epiphany Dermatology, headquartered in Austin, TX, is a rapidly growing dermatology services company focused on improving access to dermatology services and providing exceptional patient care. The company has expanded significantly since 2015 and aims to continue its growth over the next four to five years. Epiphany Dermatology is seeking a service-oriented and motivated IT Help Desk Technician to provide technical support and assistance to staff, troubleshoot hardware and software issues, and ensure efficient IT system operations. The role requires strong communication skills, a solid technical background, and the ability to thrive in a fast-paced healthcare environment. The company emphasizes employee development and views the role as a career opportunity within a purpose-driven organization.

Requirements

Associate's degree in Information Technology or related field, or equivalent experience.
Proven experience in a help desk or technical support role.
Proficiency in Windows environments, Google Workspace, Ring Central.
Experience with multi-site and remote support.
Creative troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Customer-oriented and cool-tempered.
Comfortable with learning new systems.
Capable of demonstrating a high level of customer service and professionalism.
Driven to identify self-learning needs related to job description and seek out appropriate resources to meet learning needs.
Able to maintain regular, reliable and on-site attendance.
Able to communicate openly with the supervisor and team. Receive and apply constructive input for performance improvement and individual growth.
Able to contribute to a team-based, collaborative culture.

Nice To Haves

Experience in a healthcare setting is a plus.
Certifications such as CompTIA A+, Network+, or Microsoft certifications.

Responsibilities

Manage the queue of the IT Help Desk ticketing system and provide prompt issue resolution.
Provide technical support to employees by diagnosing and troubleshooting hardware, software, and network issues.
User account management, including password resets and access provisioning.
Procure and issue hardware as directed by IT leadership and according to procedures.
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Escalate unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Identify and suggest possible improvements on procedures.
Other duties as assigned.