Senior IT Help Desk Technician

Epiphany Business Services, Llc; Austin (TX); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Great benefits

Free skin care

Generous PTO

Growth opportunities

Purpose-driven culture

Job summary

Epiphany Dermatology in Austin, TX is seeking a Senior IT Help Desk Technician to provide responsive, customer-focused technical support across the organization. This is a hands-on Tier 2 role, balancing on-site and remote support for a growing nationwide network of clinics.

The ideal candidate has 3–5+ years of progressive help desk experience, strong Windows troubleshooting, and a service-oriented mindset.

Qualifications

• 3–5+ years of progressive help desk, desktop support or IT operations experience.
• Strong Windows and end-user hardware/software troubleshooting skills.
• Experience with Google Workspace, RingCentral, identity provisioning or endpoint management preferred.
• Demonstrated ability to mentor colleagues and prioritize complex issues.
• Ability to work onsite at Austin headquarters and occasionally travel; lift up to 30 lbs.
• Healthcare IT experience preferred.

Responsibilities

• Take ownership of escalated Windows, device, application, connectivity, printing and user-access issues through resolution.
• Coach and support junior technicians, onboard new teammates and build troubleshooting guides and SOPs.
• Handle onboarding/offboarding, account and access administration, equipment deployment and asset lifecycle tasks.
• Support Google Workspace, RingCentral and other workplace tools within established procedures and access controls.
• Provide onsite support at Austin headquarters and remote support to clinics nationwide.
• Identify and build self-service resources and process improvements; pursue automation where possible.
• Partner with IT Specialists and vendors on advanced issues and know when to escalate changes to system security.

Skills

Windows troubleshooting

End-user support

IT operations

Mentoring teammates

On-site support

Education

Associate degree in IT

Tools

Google Workspace

RingCentral

Endpoint management

Identity provisioning

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Senior IT Help Desk Technician

INFORMATION TECHNOLOGY Full-time Professional Austin, TX, US

2 days ago Requisition ID: 6589

Are you looking for an incredible opportunity to join a dynamic, fast-growing dermatology services company? Epiphany Dermatology , headquartered in Austin, TX, is on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S.

We are looking for a service-oriented, motivated individual to join us as a Senior IT Help Desk Technician to accomplish this mission. With ambitions to increase our reach over the next four to five years, our quickly expanding company has gone from a single site in 2015 to over 100 dermatological clinics nationwide.

Our employees are the key to our success and we’re proud to offer eligible employees great benefits (many at no cost!), perks like free skin care, generous time off plans, the opportunity for growth, and the chance to be part of a purpose-driven organization taking patient care to the next level.

We are excited to grow our team with individuals who are as passionate about our patients as we are and invest a lot of time and energy in our employees’ development because we believe being a part of the Epiphany team is a career opportunity—not just another job.

If you are interested in joining this mission-driven team, please consider applying today!

What we are looking for:

A dedicated Senior IT Help Desk Technician to join our team and provide responsive, customer-focused technical support to Epiphany employees across the organization.

We’re looking for an experienced, service-minded Senior IT Help Desk Technician to strengthen our Austin-based IT team. This is a hands-on Tier 2 role for someone who enjoys solving the difficult issues, helping junior technicians grow, and improving the way support gets delivered across a large network of clinics. You’ll be a go-to technical resource for the service desk - not a people manager - and you’ll help our IT Specialists stay focused on core systems and engineering work.

The ideal candidate is service-oriented, technically proficient, and resourceful, with the ability to balance hands-on technical support, asset management, and operational responsibilities in a fast-paced healthcare environment.

What you’ll do:

• Take ownership of escalated Windows, device, application, connectivity, printing and user-access issues through resolution.
• Coach and support junior technicians, help onboard new teammates and build clear troubleshooting guides and SOPs.
• Handle approved onboarding/offboarding, account and access administration, equipment deployment and asset lifecycle tasks.
• Support Google Workspace, RingCentral and other workplace tools within established procedures and access controls.
• Provide responsive onsite support at Austin headquarters and remote support to employees at clinics nationwide.
• Spot repeat issues and help build self-service resources, process improvements and practical automation.
• Partner with IT Specialists and vendors on advanced issues; know when to elevate changes that affect system architecture or security.

User and Device Management

• Manage user accounts and access, including password resets, provisioning, and deprovisioning.
• Procure, configure, image, deploy, replace, and retire IT hardware in accordance with established procedures and IT leadership direction.
• Maintain accurate IT asset records and support lifecycle management.
• Ensure HQ technology and equipment are maintained and operationally ready.

IT Operations and On-Site Support

• Manage HQ IT inventory including receiving, storage, tracking, processing, and shipping of equipment.
• Prepare and ship technology equipment to remote locations as needed.
• Provide hands-on technical support to HQ employees and assist with technology deployments and office moves or changes.
• Support HQ conference rooms, audiovisual systems, and related technology.
• Maintain and prepare technology used for employee training and other organizational activities.

Service Improvement

• Identify opportunities to improve IT processes, procedures, and the end-user experience.
• Recommend improvements to existing workflows and support practices.
• Stay current with the knowledge and skills necessary to effectively perform the role.
• Perform other duties as assigned.

If you’re a team player, with excellent customer service skills… we want to talk to you!

It’ll help to have/be:

• Comfortable with learning new systems.
• Capable of demonstrating a high level of customer service and professionalism.
• Driven to identify self-learning needs related to job description and seek out appropriate resources to meet learning needs.
• Able to maintain regular, reliable, and on-site attendance as scheduled.
• Able to communicate openly with the supervisor and team. Receive and apply constructive input for performance improvement and individual growth.
• Able to demonstrate Epiphany’s core values and fundamentals, contributing to a positive, collaborative, team-oriented culture.
• HIPAA privacy and security standards.
• Comply with OSHA and applicable workplace safety requirements.

Qualifications/Experience:

• Associate degree in Information Technology, Computer Science, or related field; equivalent education and experience may be considered.
• 3-5+ years of progressive help desk, desktop support or IT operations experience, including demonstrated Tier 2-level troubleshooting; equivalent depth of experience considered.
• Strong Windows and end-user hardware/software troubleshooting skills; practical knowledge of DNS, DHCP, TCP/IP, Wi-Fi, and common SaaS/account-access issues.
• Experience supporting distributed users and using ticketing, remote support, device deployment and documentation tools.
• Experience with Google Workspace, RingCentral, identity provisioning or endpoint management preferred; expertise in all platforms is not required.
• Demonstrated ability to mentor colleagues, communicate patiently and independently prioritize complex issues.
• Ability to work onsite at Austin headquarters and occasionally travel to clinics; ability to lift equipment up to 30 lbs.
• Strong customer service orientation and an even-tempered, professional approach.
• Ability to work independently, prioritize competing requests, and collaborate effectively with a team.
• Healthcare IT experience is preferred, but not required.
• CompTIA A+, Network+, Microsoft or other relevant technical certifications are preferred.

Work Environment and Physical Requirements:

Administrativeoffice may have minimum visits to medical offices with possible exposure to procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.

We offer generous benefits including medical, life insurance, short-term disability coverage, mental health services, and more at no cost for eligible employees. In addition, we have great vision, dental, and supplemental insurance options. We also offer 401k with company matching, employee discounts, HSA and FSA/dependent care, tuition assistance, certification reimbursement, and more!