IT Helpdesk Tech #2366
Position Summary:
Our partner, one of Texas's largest specialty healthcare systems dedicated to accessible, affordable care and enhancing well-being through its integrated delivery network, is seeking an IT Helpdesk Tech to join their team. In this role, you will be responsible for the installation and maintenance of PC’s, terminal, printers, data links and software for the facility. Assists staff with operational needs. Participates in departments continuous quality improvement (CQI) activities. The IT Helpdesk tech assists with technical issues, offering clear and effective communication skills. Your expertise will help optimize the use of our technology solutions, ultimately supporting exceptional patient care and operational efficiency. If you have strong problem-solving skills and a passion for technology, this opportunity is for you!
Experience and Education:
- College degree, graduate, equivalent certifications or equivalent experience
- 2 years’ experience with Active Directory, VPN, Exchange, Microsoft Outlook, Microsoft Office Suite, Windows operating system.
- Strong technical background.
- Ability to handle difficult or sensitive situations professionally and effectively.
- Previous experience working within the healthcare industry.
- HIPAA and security protocols to protect PHI.
- Prior call center experience, knowledge of ITIL and project management. (a plus)
- Familiarity with Cerner Millenium electronic health records desired. (a plus)
Skills and Strengths:
- Technical Support
- Technical Troubleshooting (Software/Hardware)
- Data Communications (Software/Hardware)
- Documentation
- Microsoft Windows
- Microsoft Office Suite
- Active Directory
- VPN
- Exchange
- Microsoft Outlook
- Windows Desktop Support
- A+, MCP or MCSE (a plus)
Primary Job Responsibilities:
- Diagnose and resolve technical issues related to hardware, software, and network systems for both end-users and healthcare professionals.
- Offer timely and effective support to users with empathy and professionalism, ensuring a positive experience.
- Monitor the performance of IT systems and applications to ensure they operate smoothly, efficiently and within PHI compliance.
- Perform regular system maintenance and updates, including software patches and security upgrades.
- Provide training and guidance to end-users on the effective use of healthcare IT systems and tools.
- Document technical issues, resolutions, and support processes accurately and thoroughly.
- Maintain and update knowledge base articles and support documentation to improve the efficiency of the support team.
- Identify and escalate complex or unresolved technical issues to higher-level support or specialized teams as necessary.
- Contribute to the ongoing improvement of support processes and systems by providing feedback and suggesting enhancements.
- Stay updated on industry trends, new technologies, and best practices to continually improve support services.
- Evaluate customer satisfaction with the support provided, striving to enhance service quality and address any concerns.