IT Technical Support

Matrix Medical Management•Spring, TX

21h

About The Position

Matrix Medical Management is seeking a full-time IT Technical Support professional to provide technical assistance, diagnosis, and IT analysis for computer systems. The role supports end users with software, applications, security, telephone systems, and network issues, and uses diagnostic testing and remote access to troubleshoot problems. The position is the first point of contact for service requests and provides support by phone, email, in person, and through remote-control software. The role also supports desktop computers and peripherals in a networked environment, including installation, configuration, maintenance, and repair. It manages help desk tickets and records, assists users in identifying appropriate software and systems, maintains equipment and software inventories and documentation, installs upgrades and patches, and helps with networking and cabling setup for new practices or branches. Compensation depends on the applicant’s education, experience, knowledge, skills, and abilities, internal equity, and market data. Employment is contingent upon successfully completing a background check and drug screening.

Requirements

High school diploma or GED.
BLS certification, or ability to complete certification within 90 days of hire.
Two years of experience in IT support.
Experience with an MS Windows environment.
Valid Texas driver’s license.
Knowledge of administrative and clerical procedures and systems, including word processing, file and record management, and office procedures and terminology.
Knowledge of computers and relevant software applications.
Strong attention to detail and thoroughness in completing work tasks.
Ability to adapt flexibly to change and variety in the workplace.
Ability to work independently with little or no supervision.
Ability to maintain effective, organized systems to ensure timely patient flow.
Strong computer skills, including proficiency in Microsoft Word, Outlook, and Excel.
Working knowledge of Windows client operating systems (7, 8, 10, and 11), networking, and hardware troubleshooting.
Energetic approach and desire to learn and develop new skills.

Responsibilities

Serve as the first point of contact for clients’ service requests and support incidents by phone and inbound email.
Manage help desk tickets by validating and documenting them, categorizing and prioritizing requests, determining assignment, and escalating when necessary.
Maintain a database of desktop services issues and resolutions for future reference.
Provide client-focused support and ensure requests and issues are resolved in line with client expectations.
Install, configure, maintain, and repair desktop computers and peripheral equipment in a networked environment.
Determine whether equipment should be repaired or replaced and take appropriate action.
Troubleshoot desktop services and systems and recommend improvements to productivity and workflows.
Meet with users to determine software, application, or systems needs; research and recommend appropriate solutions.
Install and upgrade standard software applications.
Maintain equipment and software inventories and files and documentation for software installations.
Install software releases and system upgrades, evaluate and install patches, and resolve software-related problems.
Assist with general networking and cabling setup for new practices or branches.
Provide professional and friendly support in person, by telephone and email, and using remote-control software.