IT Help Desk / Service Desk Technician

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🔥 3 hours ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $24 - $34 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

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Health Services of North Texas

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1988

🏥 Healthcare

🤝 Non-profit

💰 Grant on 2024-08

Healthcare • Non-profit

Health Services of North Texas (HSNT) is a Community Health Center that has served North Texans for over 37 years, providing primary care and supportive health services to about 20,000 patients annually. HSNT offers a broad range of services including primary care, pediatrics, women’s health and OB/GYN, behavioral health, infectious disease care (HIV, Hepatitis C, PrEP), senior care, on-site lab testing, immunizations, and prescription assistance. As a federally supported community health center, HSNT accepts Medicaid, Medicare, private insurance, and provides a sliding fee scale to ensure access for uninsured patients; it receives HRSA support and FTCA coverage under federal program provisions.

📋 Description

• 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.

🎯 Requirements

• 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. • Competitive hourly pay based on experience, with regular performance reviews and opportunities for raises. • Comprehensive training on our systems, tools, and healthcare workflows, plus ongoing coaching and IT skills development. • Opportunities to grow into more advanced IT roles (systems, networking, security, or EHR support) within the organization. • Paid time off, paid holidays, and access to company benefits in line with organizational policies (details shared during the interview process). • Supportive, team‑oriented culture that values learning, collaboration, and work‑life balance. • Chance to use your technical skills to support a mission‑driven nonprofit making a real impact in healthcare for North Texas communities.