Job Description

IT Help Desk Technician

Are you looking for an incredible opportunity to join a dynamic, fast-growing dermatology services company? Epiphany Dermatology, headquartered in Austin, TX, is on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S.

We are looking for a service-oriented, motivated individual to join us as an IT Help Desk Technician to accomplish this mission. With ambitions to increase our reach over the next four to five years, our quickly expanding company has gone from a single site in 2015 to nearly 100 dermatological clinics nationwide.

Our employees are the key to our success and we're proud to offer eligible employees great benefits (many at no cost!), perks like free skin care, generous time off plans, the opportunity for growth, and the chance to be part of a purpose-driven organization taking patient care to the next level. We are excited to grow our team with individuals who are as passionate about our patients as we are and invest a lot of time and energy in our employees' development because we believe being a part of the Epiphany team is a career opportunity—not just another job.

If you are interested in joining this mission-driven team, please consider applying today!

What we are looking for:

A dedicated IT Help Desk Technician to join our team. The ideal candidate will be responsible for providing technical support and assistance to our staff, troubleshooting hardware and software issues, and ensuring efficient operations across our IT systems. This role requires excellent communication skills, a strong technical background, and the ability to work in a fast-paced healthcare environment.

What you'll do:

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

If you're a team player, with excellent customer service skills… we want to talk to you!

It'll help to have/be:

• 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.

Qualifications/Experience:

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

Work Environment and Physical Requirements:

Administrative office may have minimum visits to medical offices with possible exposure to procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.

Benefits:

We offer generous benefits including medical, life insurance, short-term disability coverage, mental health services, and more at no cost for eligible employees. In addition, we have great vision, dental, and supplemental insurance options. We also offer 401k with company matching, employee discounts, HSA and FSA, tuition assistance, certification reimbursement, and more!

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