IT Help Desk Technician

About the role

Epiphany Dermatology, headquartered in Austin, TX, is a dynamic, fast-growing dermatology services company committed to improving access to dermatology services and providing exceptional patient care in underserved markets across the U.S. We are currently seeking an IT Help Desk Technician to join our mission-driven team.

Responsibilities

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

Qualifications/Experience

• Ace 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.
• Able 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.