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About the Role

Epiphany Dermatology, headquartered in Austin, TX, is seeking a service-oriented, motivated IT Help Desk Technician to provide technical support and assistance to staff, troubleshoot hardware and software issues, and ensure efficient IT operations. The company is on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S., with ambitions to increase its reach significantly over the next four to five years.

Responsibilities

Manage the queue of the IT Help Desk ticketing system and provide prompt issue resolution.
Provide technical support to employees by diagnosing and troubleshooting hardware, software, and network issues.
User account management, including password resets and access provisioning.
Procure and issue hardware as directed by IT leadership and according to procedures.
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Escalate unresolved issues to the next level of support personnel.
Provide accurate information on IT products or services.
Record events and problems and their resolution in logs.
Identify and suggest possible improvements on procedures.
Other duties as assigned.

Requirements

Comfortable with learning new systems.
Capable of demonstrating a high level of customer service and professionalism.
Driven to identify self-learning needs related to job description and seek out appropriate resources to meet learning needs.
Able to maintain regular, reliable and on-site attendance.
Able to communicate openly with the supervisor and team.
Receive and apply constructive input for performance improvement and individual growth.
Able to contribute to a team-based, collaborative culture.
Proven experience in a help desk or technical support role.
Creative troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Customer-oriented and cool-tempered.
Experience in a healthcare setting is a plus.

Skills

Windows environments
Google Workspace
Ring Central
Multi-site and remote support
CompTIA A+
Network+
Microsoft certifications

Location

Austin, TX

Work Type

On-site

Experience Level

Help desk or technical support role

Education Level

Associate's degree in Information Technology or related field, or equivalent experience.

Benefits

Medical
Life insurance
Short-term disability coverage
Mental health services
Vision
Dental
Supplemental insurance
401k with company matching
Employee discounts
HSA
FSA
Tuition assistance
Certification reimbursement

About the Company

Epiphany Dermatology is a dynamic, fast-growing dermatology services company.
Headquartered in Austin, TX.
Mission is to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S.
Has grown from a single site in 2015 to nearly 100 dermatological clinics nationwide.
Invests time and energy in employees’ development, viewing it as a career opportunity.