IT Service Desk Technician II - Healthcare IT & EHR Support

PDS Health; Irving (TX); On-site; USD 38,000 - 51,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid time off

Tuition Reimbursement

401K

Paid time to volunteer in your local

Job summary

PDS Health is seeking a Technician II, Service Desk to deliver frontline IT support for clinicians, patients, and team members in Irving, TX. You will diagnose hardware, software, and network issues, support Epic EHR systems, and ensure end-user satisfaction through proactive communication and documented processes.

The role emphasizes handling tickets, adhering to SLAs, and maintaining security policies while staying current with technology trends in a healthcare setting.

Qualifications

• HS Diploma or GED is required.
• 3+ years of progressive IT support experience.
• Certifications like CompTIA A+, ITIL, HDI Desktop Support, or Microsoft 365 are preferred.
• Solid IT support fundamentals and problem-solving skills.
• Proficiency with Windows and Mac operating systems.

Responsibilities

• Provide first-level technical support via phone, email, remote tools, or in person.
• Troubleshoot and maintain clinical technology, medical devices, and Epic EHR system.
• Set up, configure, and deploy new hardware and software.
• Manage service requests in the ticketing system and meet SLA standards.
• Escalate complex issues to senior IT teams with proper documentation.
• Create and maintain IT documentation and knowledge articles.

Skills

Customer-focused communication

Windows & Mac basics

Troubleshooting

Documentation

Time management

Education

High School Diploma or GED

AA degree in IT or related field

Tools

ITSM platforms

Ticketing workflows

Remote support tools

Job description

PDS Health is seeking a Technician II, Service Desk to deliver frontline IT support for clinicians, patients, and team members in Irving, TX. You will diagnose hardware, software, and network issues, support Epic EHR systems, and ensure end-user satisfaction through proactive communication and documented processes.

The role emphasizes handling tickets, adhering to SLAs, and maintaining security policies while staying current with technology trends in a healthcare setting.