Technician II, Service Desk

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

Description

Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

Overview

The primary purpose of the Technician II, Service Desk is to deliver exceptional front line IT support to PDS Health team members, clinicians, and patients. Operating with a strong customer-focused approach and excellent communication skills, this role serves as the first point of contact for resolving technical challenges and ensuring a high level of end-user satisfaction. By building a comprehensive understanding of IT support services, the technician minimizes operational disruptions and empowers staff to seamlessly utilize technology in their day-to-day responsibilities.

Responsibilities

• Provide first-level technical support to diagnose and resolve hardware, software, and network issues via phone, email, remote tools, or in-person.
• Troubleshoot and maintain specialized clinical technology, medical devices, and the Epic EHR system.
• Support the setup, configuration, and deployment of new hardware and software.
• Manage, prioritize, and track service requests within the ticketing system to ensure timely resolution and adherence to Service Level Agreement (SLA) standards.
• Respond promptly to IT emergencies, such as system outages, to minimize operational downtime.
• Escalate complex or unresolved issues to senior IT teams, ensuring all prior troubleshooting steps are thoroughly documented.
• Create, maintain, and update comprehensive IT documentation, including knowledge base articles, network/workflow diagrams, and resolution procedures.
• Deliver training, knowledge transfer, and technology guidance to empower end-users.
• Ensure strict adherence to company security policies, safety protocols, and all relevant State, Federal, and regulatory requirements.
• Routinely upgrade technical skills to adapt to changing technologies and job conditions.
• Ensures compliance with all policies and standards, as well as state, federal and other regulatory bodies.
• This is not intended to be a comprehensive list of the duties and responsibilities of the position and the duties and responsibilities may change.

Qualifications

• H.S. Diploma or General Education Degree (GED)
• 3+ years of progressive experience in IT support services or a related field.
• Relevant industry certifications are highly preferred (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support, Microsoft 365 Certified, or equivalent).
• Strong foundational knowledge of IT support principles, troubleshooting tools, and industry standards.
• Proficiency in both Windows and Mac operating systems.
• Hands-on familiarity with configuring and supporting common IT hardware and software, including desktops, laptops, mobile devices, and printers.

Preferred

• Associate’s Degree (AA) degree in Information Technology, Computer Science, or a related field preferred.
• Experience in the healthcare (medical or dental industry), retail, or other large enterprise organizations.
• Direct experience supporting clinical technology, medical devices, and Epic (or similar Electronic Health Record systems).
• Hands-on experience with IT Service Management (ITSM) platforms, ticketing workflows, and remote support tools.
• Solid understanding of core networking concepts and technologies.
• Relevant industry certifications (e.g., CompTIA A+, ITIL, HDI Desktop Support, Microsoft 365 Certified, or equivalent).
• Proven experience developing and maintaining customer-facing IT policies, knowledge base articles, and support documentation.

Knowledge/Skills/Abilities

• Solid foundational understanding of IT concepts and terminology.
• Eagerness and proven ability to continuously learn and adapt to new or changing technologies.
• Excellent analytical and diagnostic skills, with the ability to draw accurate conclusions and make independent decisions based on limited information.
• Strong attention to detail and accuracy in all technical and operational tasks.
• Exceptional verbal and written communication skills with a consistently professional demeanor.
• Deep commitment to providing high-quality, customer-centric support.
• Highly organized with excellent time management capabilities.
• Agile and able to multitask, prioritize effectively, and meet tight deadlines in a fast-paced environment.
• Ability to strictly follow established operating procedures and properly document issues when necessary.
• Proven versatility to perform at a high level both as an autonomous, independent contributor and as a collaborative team member.
• Uncompromising integrity and strict adherence to maintaining user, patient, and organizational confidentiality.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.

Salary Information

$27.50-$37.30 / Hourly