IT Support Specialist

HealthPoint • Bryan, TX

4d • Onsite

About The Position

The IT Support Specialist provides technical support and assistance to end users, troubleshoots and resolves technical issues, and handles the deployment and maintenance of hardware and software systems. The position supports IT service management by organizing, prioritizing, assigning, documenting, and following up on assistance requests, while helping the team meet service-level targets.

The role handles incidents through phone, email, ticketing systems, remote assistance, and desk-side visits. It supports hardware, software, and network troubleshooting; end-user technology setup and deployments; device images; endpoint and mobile device management; user accounts and permissions; onboarding and offboarding access requests; asset inventory; and the RingCentral telephony system. Participation in on-call rotations is required when after-hours support is needed.

The specialist provides courteous, clear, and responsive customer support to providers, staff, and clients; pursues ongoing technical learning; and follows security, privacy, system security, and HIPAA requirements. Work is performed in a typical medical clinic environment.

Requirements

• Bachelor’s degree or an equivalent combination of education and experience.
• At least one year of experience in an IT support role, including technical support and troubleshooting.
• Knowledge of ITIL and IT Service Management terminology and processes.
• Experience in or knowledge of PC and Mac support and computer and network troubleshooting.
• Ability to install, upgrade, and configure software for workstations and servers.
• Ability to provide technical guidance and support to junior employees, assist customers with software and hardware purchases, develop system logic and configuration, conduct basic performance analyses, troubleshoot workstation and server hardware and software, and resolve routine network problems.
• Ability to prepare complex Microsoft Word documents, including tables, charts, graphs, and other elements.
• Ability to use Microsoft Excel to analyze data with formulas, functions, lookup tables, and other standard spreadsheet features.
• Ability to hear other personnel to communicate effectively for 66%–100% of the time.
• Excellent customer service, communication, organizational, problem-solving, and critical-thinking skills.

Responsibilities

• Monitor and organize incoming assistance requests, prioritize them by urgency or severity, assign tickets to relevant IT staff, and ensure timely resolution and follow-up.
• Escalate issues that may prevent the achievement of SLA targets and collaborate with IT staff to improve service processes and efficiency.
• Record issue details, troubleshooting steps, and other relevant information in the ticket queue, maintaining records for SLA tracking, reporting, and analysis.
• Handle support incidents through phone, email, ticketing systems, remote assistance, and desk-side visits.
• Troubleshoot hardware, software, and network issues and apply problem-solving approaches to resolve technical challenges.
• Manage end-user technology setup and deployments.
• Participate in on-call rotations to provide after-hours support when required.
• Configure, install, deploy, and maintain hardware and software, and keep systems up to date.
• Assist with developing and maintaining device images for workstations and other IT assets.
• Assist with mobile device management and endpoint deployment SaaS.
• Administer user accounts, permissions, and groups to support access control and user management.
• Process data access requests for onboarding and offboarding employees, including provisioning equipment and licenses.
• Assist with hardware and software inventory management, accurate asset records, audits, and inventory tracking.
• Assist with management and maintenance of the RingCentral telephony system, including accounts, phone numbers, extensions, and call-routing configurations.
• Provide clear, customer-focused explanations and instructions, listen to users' needs, and help them use technology effectively.
• Pursue self-directed learning and professional development to maintain and expand technical knowledge.
• Follow security and privacy protocols, including system security and HIPAA compliance.
• Demonstrate empathy, integrity, accountability, collaboration, flexibility, and commitment to continuous quality improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level