IT Specialist

General Summary

The position provides technical and application support to clients via telephone or in person in a healthcare environment. Logs, documents, and manages I.T. trouble tickets. Troubleshoots, facilitates, and escalates issues to resolution. Travels to client sites to set up / troubleshoot software, workstations, servers, cabling, firewalls, switches, telecom, wireless, printers, and other peripherals. Train clinic staff on basic use of workstations, corporate applications, equipment, and peripherals as required.

Principal Duties and Responsibilities

1. Direct end-user phone and desktop support.

2. Builds, troubleshoots, and maintains workstations, software, and other equipment.

3. Travel to clinic sites to assist end-users and perform desktop support.

4. Logs, documents, and manages I.T. trouble tickets.

5. Assists end-users with all I.T. issues to final resolution.

6. Maintains a high rate of customer satisfaction.

7. Escalates and communicates highly critical issues as appropriate.

8. Demonstrates excellent communication, technical, and analysis skills.

9. Maintains high professional standards and participates as a team player.

10. Takes physician after-hours support calls in rotation.

11. Must be able to be at work on-site during regularly scheduled work hours.

Knowledge, Skills, and Abilities

1. 1-5 years previous Helpdesk Support experience.

2. Excellent verbal and written communication skills.

3. Professional presence / appearance.

4. Passion to deliver excellent customer service.

5. Solid analytical ability to troubleshoot and resolve problems quickly.

6. Candidates with industry certifications in ITIL, Office 365, Entra, Network , Security , Windows 10 / 11, Active Directory, and Fortinet preferred.

7. Candidates with bachelor's or associate degrees preferred.

8. Candidates with experience with the following technologies stack preferred : EMR / PACS systems support, Windows 10 / 11, M.S. Entra, Active Directory, Office 365 administration, Fortinet switching / wireless / firewalls, ManageEngine, hosted voice, and medical devices.

9. Must be able to work independently and effectively with little supervision.

10. Must have a Valid Texas Driver's License.

11. Ability to meet physical demands of the job, which include, but are not limited to, standing, bending, pushing, pulling, lifting, transporting supplies or equipment, walking for extended periods, and occasionally lifting, pushing, pulling, and carrying items which may weigh up to 50 pounds.

Work Environment

1. Long periods of standing or sitting.

2. May require after-hours work, weekend work, and overtime.

3. Normal range of hearing and vision to perform work and communicate.

4. Repetitive use of hands and fingers (e.g., use of computer keyboard).

5. Ability to travel to off-site clinics with reimbursed mileage.

6. Busy, complex office environment requiring detailed, focused attention.

7. Normal office environment with minimal discomfort due to noise, temperature, or dust.

8. Ability to maintain a flexible schedule to allow for shifting priorities.

9. Vision (including the discernment of color) and hearing must be within or correctable to within normal ranges.

10. Ability to perform the essential functions of the job description with or without accommodation. (Note any requested accommodations below.)

Environmental characteristics described herein are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is exposed to medical equipment and chemicals at various times. The noise level in the work environment is usually moderate. I have read and understand the above job description. I can perform the essential functions of this position with or without accommodation. Requested Accommodation (If any) Note : A request for accommodation does not guarantee the accommodation will be made. Instead, the Company will consider the request and determine if the accommodation is 'reasonable' as it relates to business requirements and otherwise in conformance with the provisions of the Americans with Disabilities Act.