Help Desk Technician

Job Description

Job Description

Derick Dermatology (DD) is an internationally recognized and award-winning medical practice. Founded in 2006, our world class providers offer medical, surgical, and cosmetic dermatology care in state-of-the art facilities. Join the DD Family to protect, improve, and save the lives of patients in our communities. We pride ourselves on providing the highest quality care and outstanding patient experience.

Core Values
At DD, our core values underpin our culture and guide our actions:

• Servant's Heart : Find joy in serving others, ensuring our patients receive the best possible care.
• Own It : Take full accountability for the care provided and actively contribute to the betterment of our practice.
• Showtime : Bring enthusiasm, professionalism, and energy to every patient encounter and interaction with colleagues.
• DD Family : Foster a supportive and collaborative atmosphere, working as a cohesive team to achieve our common goal of exceptional patient care.

Perks

• Weekly Pay
• Paid Training
• Uniform Provided
• Opportunities for Advancement
• Employee Assistance Program (EAP)
• Employee Discount on Cosmetic Services and Products

Position Purpose

The Helpdesk Technician provides front-line in-person and remote technical support to end users by diagnosing, resolving, and escalating IT issues in a timely manner. Ensures a high level of customer service while maintaining system reliability and user productivity. Contributes to continuous improvement of support processes and documentation.

Role and Responsibilities

• Responds and follow up on helpdesk tickets submitted via phone, email, and walk-ups
• Resolves issues directly, whether remotely or on site; escalate issues to senior technical personnel as necessary
• Travels to the different offices whenever onsite presence is required
• Creates and maintains documentation for daily tasks, end user instructions, recurring issues, standard procedures, and other items
• Maintains hardware and software inventories
• Deploys / decommissions computers, printers, scanners, phones or other hardware
• Creates and manages of user accounts / groups in Active Directory, Exchange, Office 365
• Creates and manages of employee badges
• Assists with maintenance of VoIP phone system accounts
• Administers user sessions in an Omnissa Horizon environment with Imprivata authentication methodologies
• Performs other duties as assigned

Qualifications and Education Requirements

• Creative problem solver who enjoys working in a dynamic and rapidly-changing work environment
• Inquisitive learner who balances a strong desire to learn about new and existing technologies with completing tasks in a timely manner
• Ability to work under pressure, meet deadlines, and work on multiple projects simultaneously
• Detail-oriented team player who takes ownership of tasks until completion
• Great communicator with an aptitude for helping non-technical people with technical problems, with a supportive and positive attitude
• Experience in troubleshooting operating systems, networked printers, and business applications
• Experience with Active Directory administration
• Comprehension of basic networking concepts
• Experience with Windows 11 administration
• Must be able to lift boxes and devices weighing up to 50lbs
• Must be available occasionally after hours and on weekends in emergency situations or for scheduled maintenance operations
• Must maintain a valid driver’s license

Preferred Skills

• Experience in the medical industry, familiarity with HIPAA, and EMR systems
• Experience administering Intune Office 365, VoIP phone systems, and Imprivata software
• Experience with IT support ticketing systems
• Basic familiarity with VMware software suite, Thin Client administration, and door access control systems
• Desktop Support: 2+ years
• Bachelor’s degree
• CompTIA, Microsoft or other certifications a plus

Additional Notes

This position is a full-time hybrid position, with up to 50% travel as needed. The candidate will travel to other locations periodically, as needed. When fully integrated, the technician will also participate in the on-call schedule.