IT Help Desk / Service Desk Technician

This is a fully remote position, open to applicants in Texas.

📋 Description

• Deliver timely and professional remote technical assistance via phone, email, chat, and ticketing systems (such as ServiceNow, Jira, or BMC Remedy), ensuring prompt responses and resolutions.

• Diagnose and resolve software and system problems for Windows, macOS, and (when applicable) Linux endpoints, concentrating on performance, stability, and security.

• Assist with computer management duties, including imaging, software installations, updates, configurations, and basic hardware diagnostics for desktops, laptops, and mobile devices.

• Support network-related activities such as basic LAN/WAN connectivity checks, VPN setup for remote users, DNS/TCP/IP troubleshooting, and coordinating with senior staff on firewall or Meraki device issues.

• Oversee user accounts, passwords, permissions, and security groups in Active Directory, utilizing Group Policy Objects (GPO) to maintain a secure and standardized environment.

• Collaborate with the wider IT team on projects involving Windows Server environments, SCCM (or similar tools) for device management, patching, and software deployment.

• Accurately document tickets, issues, resolutions, and procedures to enhance internal knowledge and improve first-call resolution rates.

• Educate end users on essential best practices (password security, phishing awareness, data protection) in a friendly and patient manner.

• Appropriately escalate complex incidents while maintaining ownership and communication with the user until resolution or proper handoff.

⛳️ Requirements

• Prior experience in providing IT support or help desk / service desk services (healthcare environment preferred but not mandatory).

• Strong troubleshooting capabilities across Windows operating systems; familiarity with macOS and/or Linux is advantageous.

• Understanding of computer hardware components and common peripherals (printers, scanners, webcams, headsets) with the ability to guide users through basic remote checks.

• Knowledge of fundamental networking concepts, including LAN/WAN, TCP/IP, DNS, Wi-Fi, VPNs, and basic firewall principles; exposure to Meraki or similar network devices is beneficial.

• 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.

• Exceptional verbal and written communication skills, with the ability to convey technical concepts clearly to non-technical clinical and administrative staff.

• Strong analytical and problem-solving skills, with a customer-first approach and a calm demeanor under pressure.

• Capability to work independently in a remote setting, effectively manage your time, and adhere to established procedures while proposing improvements.

🏝️ Benefits

• Fully remote position supporting a mission-driven nonprofit healthcare organization.

• Opportunity to enhance your technical skills in real-world healthcare IT (EMR/EHR, secure remote access, clinical workflows).

• Collaborative and supportive IT team that prioritizes learning, mentorship, and continuous improvement.

• Competitive hourly compensation based on experience, with regular performance evaluations and opportunities for salary increases.

• Comprehensive training on our systems, tools, and healthcare workflows, along with ongoing coaching and IT skills development.

• Opportunities for advancement into more senior IT roles (systems, networking, security, or EHR support) within the organization.

• Paid time off, paid holidays, and access to company benefits in accordance with organizational policies (details provided during the interview process).

• Supportive, team-oriented culture that values learning, collaboration, and work-life balance.

• Opportunity to utilize your technical skills to support a mission-driven nonprofit making a significant impact in healthcare for North Texas communities.