IT Service Desk Specialist — Remote & On-Call

HealthPoint; Bryan (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

HealthPoint in Bryan, TX is seeking an IT Service Desk professional for HP_Creekside IT. This full-time role supports end users by prioritizing requests, assigning tickets, and ensuring timely resolutions while maintaining HIPAA compliance and security.

You will handle incidents via phone and email, provide remote assistance and on-site visits, document details, manage user accounts, deploy hardware/software, and participate in on-call rotations.

Qualifications

• Bachelor’s degree or equivalent combination of education and experience.
• Minimum of one year in an IT support role including technical support and troubleshooting.
• Knowledge of ITIL and IT Service Management terms and processes.

Responsibilities

• Monitor and organize incoming IT assistance requests and prioritize by urgency or severity.
• Assign tickets to the appropriate IT staff and ensure timely resolution and follow-up.
• Document issue details, troubleshooting steps, and information in the ticketing system to track SLA compliance.
• Handle support incidents via phone, email, and other communications; perform remote assistance and desk-side visits as needed.
• Troubleshoot hardware, software, and network issues, applying problem-solving to identify optimal solutions.
• Manage end-user technology setup and deployments and participate in on-call rotations for after-hours support.

Skills

ITIL & ITSM

Customer Service

Troubleshooting

Windows Support

Mac Support

Remote Assistance

Problem Solving

Documentation

Education

Bachelor’s degree or equivalent

Tools

Microsoft Word

Microsoft Excel

Windows & Mac Support

Job description

HealthPoint in Bryan, TX is seeking an IT Service Desk professional for HP_Creekside IT. This full-time role supports end users by prioritizing requests, assigning tickets, and ensuring timely resolutions while maintaining HIPAA compliance and security.

You will handle incidents via phone and email, provide remote assistance and on-site visits, document details, manage user accounts, deploy hardware/software, and participate in on-call rotations.