Job Purpose
The IT Support Specialist II position is an in office only role located in our Plano Office and is required to travel to other locations to provide support for physicians and staff. This is a non-exempt, hourly position which reports to the IT Support Manager. The IT Support Specialist II works directly with Texas Retina employees to provide technical support in-person and remotely via telephone, to clinical and business end-users to address issues with connectivity, telephony, software, hardware, and peripherals, in a timely and efficient manner. The IT Support Specialist II will provide advanced technical support to our staff which includes configuration and ongoing support for desktops, laptops, printers, desktop networking, telephony, and other related computing technologies. The IT Support Specialist II will help, and mentor more junior IT support staff as necessary.
Texas Retina Associates is Texas’ largest, most experienced ophthalmology practice focused specifically on the diagnosis, medical and surgical management of diseases of the retina and vitreous. Our fellowshipped and specialty trained physicians care for the most complicated retina conditions such as ocular cancer and uveitis. This physician owned medical group provides services at 15 locations throughout the DFW metroplex, Waco, Wichita Falls and Lubbock.
Essential Duties
Document and resolve support and service requests that come in through various channels (telephone, email, service desk tickets, Teams), in an efficient and professional manner.
Manage problems and requests through resolution, including escalations to appropriate technical resources and updating tickets, to ensure they are being properly and promptly addressed.
Perform advanced in person and remote troubleshooting to diagnose and resolve technical problems users experience with hardware, software, networking, and other computer related technologies.
Provide user access assistance, including creation and deletion of accounts upon on/offboarding.
Process requests for new hardware and software or escalate requests for approval as appropriate.
Maintain hardware inventory in tracking system.
Image and configure desktop and laptops for use on the network.
Provide routine maintenance of desktops and printers, including installation of patches and firmware as required.
Provide informal and formal end user technology training for end users.
Enforce IT hardware and software policies and procedures.
Maintain knowledge of and strictly follow IT Security policies and procedures.
Mentor more junior IT Support staff.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skill and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Minimum Education and Experience
Minimum 5 years current technical support experience required.
Advanced technical knowledge of current protocols, desktop operating systems, and standards.
Advanced analytic skills and ability to convey complex facts.
CompTIA A+, Network+, Security+ or other technical certifications desired.
Previous experience working in the healthcare industry, with knowledge of PACS and EMR applications required.
Skills and Specifications
Ability to handle stressful situations and interact with others.
Remain composed in a stressful environment and deal with frequent deadlines and multiple priorities.
Interact with all staff in a positive and motivational fashion supporting the Company’s mission.
Follow instructions and use critical thinking skills to make decisions.
Work under minimum supervision and demonstrate strong initiative. Make independent decisions when circumstances warrant; make prompt and accurate judgments.
Must be articulate in English speech, writing and understanding.
Strong ability to listen, answer all questions as simply as possible and take action when needed to resolve issues.
Effective verbal interaction with physicians, patients and staff is required.
Must be comfortable in handling individual and group communications.
Address issues involving multiple variables in an organized manner within the scope of the position.
Strong analytical, planning, organizational, time management and supervisory skills
Strong research skills including gathering and analyzing data/information from multiple sources. Solid attention to detail to ensure accuracy of information
Recognize, evaluate, solve problems, and correct errors, and to develop processes that eliminate redundancy.
Use independent judgement to escalate issues to Chief Information Officer as necessary.
Conceptualize work flow, develop plans, and implement appropriate actions.
Attend work as scheduled and/or required.
Complete all other duties as assigned.
Physical Requirements
Sedentary with prolonged sitting and working at computer.
Prolonged periods of standing, walking and bending.
Must be able to lift up to 50 lbs. maximum and occasionally lifting and/or carrying such articles as computers, printers, reports, files and small items.