Technician II, Service Desk

Description

Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today!

Overview

The primary purpose of the Technician II, Service Desk is to deliver exceptional front line IT support to PDS Health team members, clinicians, and patients. Operating with a strong customer-focused approach and excellent communication skills, this role serves as the first point of contact for resolving technical challenges and ensuring a high level of end-user satisfaction. By building a comprehensive understanding of IT support services, the technician minimizes operational disruptions and empowers staff to seamlessly utilize technology in their day-to-day responsibilities.

Responsibilities

• Provide first-level technical support to diagnose and resolve hardware, software, and network issues via phone, email, remote tools, or in-person.
• Troubleshoot and maintain specialized clinical technology, medical devices, and the Epic EHR system.
• Support the setup, configuration, and deployment of new hardware and software.
• Manage, prioritize, and track service requests within the ticketing system to ensure timely resolution and adherence to Service Level Agreement (SLA) standards.
• Respond promptly to IT emergencies, such as system outages, to minimize operational downtime.
• Escalate complex or unresolved issues to senior IT teams, ensuring all prior troubleshooting steps are thoroughly documented.
• Create, maintain, and update comprehensive IT documentation, including knowledge base articles, network/workflow diagrams, and resolution procedures.
• Deliver training, knowledge transfer, and technology guidance to empower end-users.
• Ensure strict adherence to company security policies, safety protocols, and all relevant State, Federal, and regulatory requirements.
• Routinely upgrade technical skills to adapt to changing technologies and job conditions.
• Ensures compliance with all policies and standards, as well as state, federal and other regulatory bodies.
• This is not intended to be a comprehensive list of the duties and responsibilities of the position and the duties and responsibilities may change.

Qualifications

• H.S. Diploma or General Education Degree (GED)
• 3+ years of progressive experience in IT support services or a related field.
• Relevant industry certifications are highly preferred (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support, Microsoft 365 Certified, or equivalent).
• Strong foundational knowledge of IT support principles, troubleshooting tools, and industry standards.
• Proficiency in both Windows and Mac operating systems.
• Hands-on familiarity with configuring and supporting common IT hardware and software, including desktops, laptops, mobile devices, and printers.

Preferred

• Associate’s Degree (AA) degree in Information Technology, Computer Science, or a related field preferred.
• Experience in the healthcare (medical or dental industry), retail, or other large enterprise organizations.
• Direct experience supporting clinical technology, medical devices, and Epic (or similar Electronic Health Record systems).
• Hands-on experience with IT Service Management (ITSM) platforms, ticketing workflows, and remote support tools.
• Solid understanding of core networking concepts and technologies.
• Relevant industry certifications (e.g., CompTIA A+, ITIL, HDI Desktop Support, Microsoft 365 Certified, or equivalent).
• Proven experience developing and maintaining customer-facing IT policies, knowledge base articles, and support documentation.

Knowledge/Skills/Abilities

• Solid foundational understanding of IT concepts and terminology.
• Eagerness and proven ability to continuously learn and adapt to new or changing technologies.
• Excellent analytical and diagnostic skills, with the ability to draw accurate conclusions and make independent decisions based on limited information.
• Strong attention to detail and accuracy in all technical and operational tasks.
• Exceptional verbal and written communication skills with a consistently professional demeanor.
• Deep commitment to providing high-quality, customer-centric support.
• Highly organized with excellent time management capabilities.
• Agile and able to multitask, prioritize effectively, and meet tight deadlines in a fast-paced environment.
• Ability to strictly follow established operating procedures and properly escalate issues when necessary.
• Proven versatility to perform at a high level both as an autonomous, independent contributor and as a collaborative team member.
• Uncompromising integrity and strict adherence to maintaining user, patient, and organizational confidentiality.

Benefits

• Medical, dental, and vision insurance
• Paid time off
• Tuition Reimbursement
• 401K
• Paid time to volunteer in your local community

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PDS Health is an Equal Opportunity Employer. We celebrate diversity and are united in our mission to create healthier and happier team members.

Salary Information