Desktop Support Technician

Advance your IT impact with a role focused on keeping healthcare technology dependable. As a Desktop Support Technician II onsite in San Antonio, TX, you will provide advanced support across Windows and macOS, mobile devices, and enterprise systems, while helping maintain HIPAA and healthcare data protection standards.

What You’ll Do

• Act as the escalation point for complex issues not resolved by Desktop Support Technician I, using advanced diagnostics and troubleshooting.
• Troubleshoot and resolve problems across computer systems, applications, and network connectivity on both Windows and macOS, plus iOS and Android devices.
• Perform advanced diagnostics and repairs for network infrastructure, including connectivity issues, routers, switches, and cabling.
• Install, configure, and support advanced systems and peripherals such as printers, scanners, and AV equipment.
• Keep systems secure and reliable through software updates and regular system health checks.
• Provide advanced setup and configuration for telephony (PBX) systems and resolve voice communication infrastructure issues.
• Monitor and maintain LAN/WAN connectivity, resolving more complex connectivity challenges to keep users connected.
• Support network upgrades and installations, including cabling and wiring for data networks within and between offices.
• Document network changes and configurations for future troubleshooting and compliance audit readiness.
• Ensure all IT work aligns with HIPAA and healthcare-specific data protection regulations, safeguarding PHI.
• Collaborate with the cybersecurity team on compliance, vulnerability assessments, and escalation of potential threats.
• Assist with implementing security patches, encryption tools, and access controls to support healthcare data protection standards.
• Manage user accounts and permissions for email, proprietary software, and phone systems, including decommissioning accounts for former employees.
• Help provision IT resources for new hires in partnership with People Services, including onboarding system setup, hardware configuration, and network access.
• Monitor system performance, address potential issues proactively, and respond to alerts and incidents in line with defined SLAs.
• Document incidents and resolutions in the IT service management system, contributing to a knowledge base.
• Guide and mentor junior staff, and support Desktop Support Technician I with escalated ticket resolution.
• Handle service requests for moves, additions, and changes affecting user hardware and network connectivity.
• Maintain accurate records for assets including hardware inventory, software licenses, and network configurations.
• Provide after-hours support as part of a rotating on-call schedule, particularly during critical incidents.
• Create and improve automation scripts (example: PowerShell) for provisioning, software deployments, and diagnostics.
• Evaluate new technologies and recommend improvements to IT efficiency and scalability.
• Perform other duties as assigned.

What You’ll Need

• High school diploma required; Bachelor’s degree in MIS, CS, or a related field preferred.
• Minimum 2 years of experience in desktop support, mobile computing, or network troubleshooting with progressively more responsibility.
• CompTIA A+ certification is required.
• Preferred certifications: Microsoft Modern Desktop Administrator, Azure Fundamentals, or equivalent.
• Advanced knowledge of network server installation, switch configuration, WAN management, and PBX telephony systems.
• Experience with Microsoft Azure or similar cloud platforms is highly preferred.
• Understanding of HIPAA compliance and other healthcare data regulations is required.
• Ability to troubleshoot issues to completion.
• High level of customer service mindset and excellent communication skills across all personnel levels.
• Ability to work independently and as part of a team.
• Ability to cope with stress and handle a heavy workload.
• Ability to travel using light/commercial aircraft or by driving a personal auto to meet job duties.
• Current Driver’s license required.

Tools and Platforms

• Windows, macOS, iOS, Android
• PBX telephony systems, LAN/WAN
• PowerShell, Microsoft Azure

Compliance and working conditions: OSHA category 3 (no potential of occupational exposure). Access to confidential material requires discretion and adherence to the Confidentiality policy. Normal office environment, with travel by light/commercial aircraft or automobile as needed.