Desktop Support Technician

Job Description

Health Texas is seeking a Desktop Support Technician to the join information systems team. This position assists staff in Corporate Office and remote locations with technical support of desktop computers, applications, and related technology. Support includes installing, configuring, and testing computer systems and peripherals within company guidelines.

Culture and Values Expectations

At Health Texas, we believe that our workplace culture is the cornerstone of our success. We are committed to fostering an inclusive, collaborative, and innovative environment where every Associate feels valued, empowered and motivated to reach their full potential. Our culture is the driving force behind our mission "to deliver quality and compassionate care with outstanding service, every patient, every time".

As a Desktop Support Technician at Health Texas we expect you to embody and promote our Values and defined behavioral expectations.

• Integrity: Do the right thing, the right way, every time.
  • Be honest and uphold commitments and responsibilities, earn the trust and respect of the team and those we serve, and maintain privacy and confidentiality.
• Compassion: Treat everyone with respect and dignity.
  • Foster an environment of inclusivity and well-being, practice patience and empathy, and assume positive intent.
• Synergy: Collaborate to improve outcomes.
  • Invite and explore new opportunities, promote effective communication and teamwork, take pride in yourself, your work and Health Texas.
• Stewardship: Use resources responsibly and efficiently.
  • Implement effective strategies to attain goals, achieve maximum productivity and results, and seek continuous knowledge and improvement.

Essential Job Duties & Responsibilities

• Assist staff with the installation, configuration, and ongoing usability of

desktop computers, peripheral equipment, and software

• Works with vendor support contacts to resolve technical problems with

desktop computing equipment and software

• Maintain an updated inventory of software, hardware, and other technical resources
• Provide tier 1 and 2 technical support to all users.
• Support department in creating, tracking, updating, closing, and resolving help desk tickets
• Travels to remote locations as needed to support user computer-related issues
  • Valid Driver's License and reliable transportation required
• Aid and assist with the support of virtual desktop/application environment
• Participate in the department on-call process
• Perform other duties as required

Experience

• Experience supporting in supporting Microsoft environments (Windows 10/11, Office Suite Products)
• Experience troubleshooting hardware issues and replacing hardware on both desktop, laptop, and tablet PCs

• Experience installing software, patches, updates on desktops, laptops, and tablets
• Experience troubleshooting basic network, software, and printing problems
• Customer Service Experience
• Effective communication skills (oral & written)

Education

• High school education or equivalent;
  • There is no experience substitution for a High School Diploma; however a G.E.D., other degree equivalency program, or a technical trade school certificate is acceptable.

Knowledge, Skills & Abilities

• Technical Training:
  CompTIA or Microsoft Certifications are a plus.
• ITIL Foundation Certification
• Experience working in a clinical environment
• Experience working with eClinical
  
  Works or other EMR Systems
• Experience working with Apple IOS Devices
• Experience with Citrix Xen App and Xen Desktop technologies
• Microsoft Office applications experience
• Working knowledge of basic hardware such as printers, scanners, and media storage

Work Hours, Travel Requirements

• Monday - Friday, 8:00 a.m.
  
  - 5:00 p.m., and as needed to complete projects.
• Travel to medical offices may be necessary for the purpose of providing benefit education.

Working Conditions & Physical Requirements

• This job operates in an office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, scanners, filing cabinets and fax machines.

• Must be able to perform under stress when confronted with emergency, critical, or unusual situations. Must be capable of dealing with periodic cyclical workload pressures and levels of responsibility. Required to make independent judgments without supervision, but notify supervisors of issues and concerns. Must be able to make generalizations, evaluations, or decisions based on sensory or judgmental criteria. Must have the adaptability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure.
  
  Requires the ability to work with people beyond giving and receiving instructions. Ability to carry/lift 60 lbs.