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Role Description

Join Health Services of North Texas as a Remote IT Help Desk / Service Desk Technician, where you'll be the frontline hero supporting our clinical and administrative teams who deliver care to patients every day. In this role, you will provide exceptional technical support to users across multiple locations, keeping their systems running smoothly so they can focus on serving our communities.

• Provide prompt, professional remote technical support via phone, email, chat, and ticketing tools (such as ServiceNow, Jira, or BMC Remedy), ensuring timely response and resolution.
• Troubleshoot and resolve software and system issues for Windows, macOS, and (where applicable) Linux endpoints, focusing on performance, stability, and security.
• Assist with computer management tasks including imaging, software installs, updates, configurations, and basic hardware diagnostics for desktops, laptops, and mobile devices.
• Support network-related tasks such as basic LAN/WAN connectivity checks, VPN configuration for remote users, DNS/TCP/IP troubleshooting, and coordination on firewall or Meraki device issues with senior staff.
• Manage user accounts, passwords, permissions, and security groups in Active Directory, applying Group Policy Objects (GPO) to maintain a secure, standardized environment.
• Collaborate with the broader IT team on projects involving Windows Server environments, SCCM (or similar tools) for device management, patching, and software deployment.
• Document tickets, issues, resolutions, and procedures clearly and consistently to build internal knowledge and improve first-call resolution.
• Educate end users on basic best practices (password hygiene, phishing awareness, data security) in a friendly, patient-focused manner.
• Escalate complex incidents appropriately while maintaining ownership and communication with the user until resolution or proper handoff.

Qualifications

• Prior experience providing IT support or help desk / service desk services (healthcare environment preferred but not required).
• Strong troubleshooting skills across Windows operating systems; working knowledge of macOS and/or Linux is a plus.
• Familiarity with computer hardware components and common peripherals (printers, scanners, webcams, headsets) and the ability to guide users remotely through basic checks.
• Understanding of core networking concepts, including LAN/WAN, TCP/IP, DNS, Wi-Fi, VPNs, and basic firewall principles; exposure to Meraki or similar network devices is an advantage.
• Hands-on experience with some of the following:
• Ticketing systems (ServiceNow, Jira, BMC Remedy or similar)
• Device management tools (e.g., SCCM, Intune, or comparable platforms)
• Active Directory user and group management, Group Policy
• Microsoft 365 / Office applications and email administration
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical clinical and administrative staff.
• Strong analytical and problem-solving abilities, with a customer-first mindset and a calm approach under pressure.
• Ability to work independently in a remote environment, manage your time effectively, and follow established procedures while suggesting improvements.

Benefits

• Fully remote role supporting a mission-driven nonprofit healthcare organization.
• Opportunity to build your technical skills in real-world healthcare IT (EMR/EHR, secure remote access, clinical workflows).
• Collaborative, supportive IT team that values learning, mentorship, and continuous improvement.