Desktop Support Specialist

2 months ago

Irving, United States Biote Full time

Biote Medical is the world leader in hormone optimization and we are adding to our team We partner with providers to take a complete approach to healthier aging through patient-specific bioidentical hormone replacement therapy and the only nutraceutical line created specifically to support hormone health.


We are seeking an experienced Desktop Support Specialist to join our team. This is an in-office role based in Irving, TX at our home office. There will be some WFH opportunities, but this role needs to be onsite the majority of the time due to the nature of the position.


The Desktop Support Specialist provides technical assistance to users, providers, and customers of Biote. This role involves troubleshooting hardware and software issues, setting up and maintaining computer systems, and ensuring optimal performance of the organization's IT infrastructure. The Desktop Support Specialist interacts directly with Biote employees, including the executive level, to resolve technical problems and may work with other IT team members to implement new systems and technologies. This position supports in-house training of providers, clinic office staff, and Biote Faculty and may require on-site support after hours and on Saturdays.


As the Desktop Support Specialist, you will:


• Provide first-line support for desktop, laptop, conference room equipment, and peripheral

hardware issues.

• Troubleshoot and resolve software problems, including operating systems and applications.

• Address network connectivity issues and ensure reliable internet access for users.

• Install, configure, and upgrade computer systems and software (both Microsoft & Apple -

Windows /Mac suite). Perform regular maintenance and updates to ensure optimal

performance and security.

• Manage user accounts and permissions in various systems.

• Assist users with general IT inquiries and technical problems.

• Supports on-site and remote Biote clinical and faculty training by setting up the right audio/

video equipment.

• Provides training and support to help users become proficient with new hardware and software.

• Create and update documentation for common issues and procedures.

• Supports HR with employee on and off-boarding.

• Log and track incidents and service requests using an IT service management tool.

• Prioritize and escalate issues as needed to ensure timely resolution.

• Follow up with users to ensure satisfactory resolution of issues.

• Supports the Executive leadership of Biote with their HW and SW queries – ensures availability

of the right end-user technological products

• Work closely with other IT team members to resolve complex issues on IT Infrastructure.

• Communicate effectively with non-technical users to understand and address their needs.

• Participate in team meetings and contribute to the continuous improvement of IT services.

• Implement and enforce IT security policies and practices.

• Regular security checks and audits to protect against unauthorized access and data breaches.

• Ensure compliance with relevant regulations and standards.

• Other duties as assigned.


As the Desktop Support Specialist, your background should include:


• Associate's degree in Information Technology, Computer Science, or a related field; or

equivalent training, certification and/or experience.

• Previous experience in a desktop support or similar technical support role.

• Experience with hardware troubleshooting and repair.

• Knowledge of Active Directory and basic server administration (preferred).

• Management Proficiency with Windows and/or macOS operating systems.

• Experience with Microsoft Office Suite and common desktop applications.

• Knowledge of networking concepts and troubleshooting (e.g., TCP/IP, DNS, DHCP).

• Familiarity with remote desktop tools and IT service software.

• Ability to do basic HW troubleshooting.

• Understanding of Active Directory, Access and Identity Management

• Excellent problem-solving and analytical skills.

• Strong communication and interpersonal abilities to be able to handle C suit level

• Ability to work independently and as part of a team.

• Patience and a customer-focused approach.

• May require working outside regular business hours to resolve urgent issues.

• Physical activity, such as moving and setting up equipment, may be necessary.

• On-call duties may be part of the role, depending on the organization's needs.

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