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Texas Retina Associates · 1 day ago

IT Support Specialist I

Plano, TX

Full-time

Onsite

Entry, Mid Level

$23/hr - $30/hr

3+ years exp

Texas Retina Associates is Texas’ largest ophthalmology practice focused on the diagnosis and management of retina diseases. The IT Support Specialist I provides technical support for physicians and staff, addressing issues with connectivity, software, hardware, and peripherals both in-person and remotely.

Health CareHealth DiagnosticsMedical

Responsibilities

Document and resolve support and service requests that come in through various channels (telephone, email, service desk tickets, Teams), in an efficient and professional manner

Manage problems and requests through resolution, including escalations to appropriate technical resources and updating tickets, to ensure they are being properly and promptly addressed

Perform advanced in person and remote troubleshooting to diagnose and resolve technical problems users experience with hardware, software, networking, and other computer related technologies

Provide user access assistance, including creation and deletion of accounts upon on/offboarding

Process requests for new hardware and software or escalate requests for approval as appropriate

Maintain hardware inventory in tracking system

Image and configure desktop and laptops for use on the network

Provide routine maintenance of desktops and printers, including installation of patches and firmware as required

Provide informal and formal end user technology training for end users

Enforce IT hardware and software policies and procedures

Maintain knowledge of and strictly follow IT Security policies and procedures

Qualification

Technical support experienceAdvanced technical knowledgeCompTIA A+ certificationNetwork+ certificationSecurity+ certificationHealthcare industry experienceAnalytical skillsCommunication skillsProblem-solving skillsTime management skills

Required

Minimum 3 years current technical support experience required, 5+ years' experience desired

Advanced technical knowledge of current protocols, desktop operating systems, and standards

Advanced analytic skills and ability to convey complex facts

CompTIA A+, Network+, Security+ or other technical certifications desired

Previous experience working in the healthcare industry preferred

Ability to handle stressful situations and interact with others

Remain composed in a stressful environment and deal with frequent deadlines and multiple priorities

Interact with all staff in a positive and motivational fashion supporting the Company's mission

Follow instructions and use critical thinking skills to make decisions

Work under minimum supervision and demonstrate strong initiative

Make independent decisions when circumstances warrant; make prompt and accurate judgments

Must be articulate in English speech, writing and understanding

Strong ability to listen, answer all questions as simply as possible and take action when needed to resolve issues

Effective verbal interaction with physicians, patients and staff is required

Must be comfortable in handling individual and group communications

Address issues involving multiple variables in an organized manner within the scope of the position

Strong analytical, planning, organizational, time management and supervisory skills

Strong research skills including gathering and analyzing data/information from multiple sources

Solid attention to detail to ensure accuracy of information

Recognize, evaluate, solve problems, and correct errors, and to develop processes that eliminate redundancy

Use independent judgement to escalate issues to Chief Information Officer as necessary

Conceptualize work flow, develop plans, and implement appropriate actions

Attend work as scheduled and/or required

Complete all other duties as assigned

Sedentary with prolonged sitting and working at computer

Prolonged periods of standing, walking and bending

Must be able to lift up to 50 lbs. maximum and occasionally lifting and/or carrying such articles as computers, printers, reports, files and small items