Job description

The Desktop Support and Systems Specialist supports our employees at the corporate headquarters and

our current and future clinics in Texas, Oklahoma, and Colorado. This support includes the setup, troubleshooting and operation of computer systems, peripherals, and network devices within established standards and guidelines. These activities may require interaction with specialized hardware, application software, and operating systems to diagnose and resolve unique, recurring, and non-recurring issues. The specialist will be on hand and/or available to assist with issues as they arise during both business and non-business hours.

JOB SPECIFIC FUNCTIONS:

• Setup, maintain and troubleshoot supported equipment.
• Document issue updates and resolutions using the Zoho Desk ticketing system.
• Maintain excellent communication and relationships with all end users and members of the Therapy and Beyond staff.
• Work with outside vendors, service providers and contractors as needed.
• Provide timely and efficient follow-up of issues with system users by providing status updates and resolution information of escalations to management.
• Participate in the collection of metrics, analysis, and reporting regularly in support of department goals.
• Assign Zoho desk incidents, tasks, and requests as needed.
• When necessary, train new Desktop Support Team members and provide additional training and advice when new tasks or processes are implemented.
• Provide quality customer service.
• Participate in corporate, departmental, and/or staff meetings when scheduled.
• Other related duties as assigned.

REQUIRED SKILLS:

• Education: High School Diploma
• Proficiency in Windows 10/11 Professional
• Troubleshooting skills
• Proficiency in G-Suite or Microsoft Office
• 5+ years of previous support experience
• Strong sense of teamwork
• Ability and willingness to train and advise other team members
• Ability to maintain excellent communication and relationships with all end users and team members
• Must be open/able to work all shifts, including evenings, weekends, and some holidays
• Quality customer service skills; listening, troubleshooting, problem-solving and interpersonal skills

PREFERRED SKILLS:

• Some college preferred
• ITIL V3 Foundations, A+ and other current Microsoft and Help Desk Certifications are a plus
• Knowledge of Active Directory concepts and administration
• High level knowledge and understanding of corporate security policies and procedures
• The ability to diagnose, troubleshoot and resolve (and follow up) issues in person and over the phone in a fast-paced, dynamic environment and prioritize issues according to severity and business impact
• Experience working in a corporate business environment providing quality IT support and customer service

Job Type: Full-time

Pay: $45,000.00 - $57,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Relocation assistance
• Vision insurance

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Flower Mound, TX 75028: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location

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