Senior IT Help Desk Technician

Epiphany Dermatology supports employees across a network of clinics, and this onsite Austin role brings a hands-on Tier 2 focus to keep teams productive. You will resolve escalated Windows, device, application, connectivity, printing, and user-access issues, while also mentoring junior technicians, improving support processes, and helping maintain reliable technology for HQ and clinics nationwide.

What you’ll do

• Own escalated Windows, device, application, connectivity, printing, and user-access issues through to resolution.
• Coach and support junior technicians, including onboarding new teammates and creating clear troubleshooting guides and SOPs.
• Administer approved onboarding and offboarding, manage account and access changes, and handle equipment deployment and asset lifecycle tasks.
• Support Google Workspace, RingCentral, and other workplace tools using established procedures and access controls.
• Provide responsive onsite support at Austin headquarters and remote support for employees at clinics nationwide.
• Spot repeat issues and help build self-service resources, process improvements, and practical automation.
• Partner with IT specialists and vendors on advanced matters, including knowing when to escalate changes that impact system architecture or security.
• Manage user accounts and access, including password resets, provisioning, and deprovisioning.
• Procure, configure, image, deploy, replace, and retire IT hardware per established procedures and direction from IT leadership.
• Maintain accurate IT asset records and support lifecycle management, including HQ inventory receiving, storage, tracking, processing, and shipping of equipment.
• Prepare and ship technology equipment to remote locations as needed, and assist with deployments, office moves, and technology changes.
• Support HQ conference room technology, audiovisual systems, and related equipment.
• Maintain and prepare technology used for employee training and other organizational activities.
• Identify opportunities to improve IT processes, recommend workflow and support-practice changes, and stay current with the knowledge and skills needed to perform the role.
• Perform other duties as assigned.

What you’ll bring

• Associate degree in Information Technology, Computer Science, or a related field (equivalent education and experience may be considered).
• 3-5+ years of progressive help desk, desktop support, or IT operations experience with demonstrated Tier 2 troubleshooting (equivalent depth of experience may be considered).
• Strong troubleshooting skills across Windows and end-user hardware/software, including practical knowledge of DNS, DHCP, TCP/IP, Wi-Fi, and common SaaS/account-access issues.
• Experience supporting distributed users, using ticketing, remote support, device deployment, and documentation tools.
• Experience with Google Workspace and RingCentral and/or identity provisioning or endpoint management preferred (expertise in all platforms not required).
• Demonstrated ability to mentor colleagues, communicate patiently, and independently prioritize complex issues.
• Ability to work onsite at Austin headquarters and occasionally travel to clinics; ability to lift equipment up to 30 lbs.
• Strong customer service orientation and professional, even-tempered approach.
• Ability to work independently, prioritize competing requests, and collaborate effectively with a team.
• Healthcare IT experience preferred but not required.
• CompTIA A+, Network+, Microsoft, or other relevant certifications preferred.
• HIPAA privacy and security standards.
• Ability to comply with OSHA and applicable workplace safety requirements.

Benefits at Epiphany Dermatology

• Medical, life insurance, short-term disability coverage, and mental health services at no cost for eligible employees
• Vision, dental, and supplemental insurance options
• 401k with company matching
• Employee discounts
• HSA and FSA/dependent care
• Tuition assistance
• Certification reimbursement

Tools you’ll work with

• Windows, Google Workspace, RingCentral
• DNS, DHCP, TCP/IP, Wi-Fi, SaaS
• CompTIA A+, CompTIA Network+, Microsoft

Work environment and physical requirements

• Administrative office may have minimum visits to medical offices, with possible exposure to procedure/exam room and laboratory environments that may include communicable diseases, bloodborne pathogens, biohazards, or toxic substances.
• Daily activities may include standing, walking, sitting, bending, and lifting items up to 30 lbs.

To support the role well, you will be comfortable learning new systems, demonstrate high customer service and professionalism, communicate openly with your supervisor and team, and apply constructive feedback for performance improvement and growth. You will also help reinforce Epiphany’s core values and contribute to a positive, collaborative, team-oriented culture.