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Technical Support Specialist

2 months ago

Fort Worth, Texas, United States Radiology Associates of North Texas Full time

Position Overview:
Deliver IT Tier 1 and Tier 2 support for Radiology Associates of North Texas' administrative and clinical personnel to ensure optimal functionality of computer information systems and workstations.

Tier 1 support encompasses being the first point of contact for assistance requests, tracking and managing tickets until resolution, addressing basic or routine issues, and responding to general inquiries regarding system operations.

Tier 2 support involves resolving more complex problems that do not necessitate programming or engineering-level skills, providing both remote and on-site desktop assistance, and investigating technical challenges through healthcare partner help desks, vendor support, vendor websites, peer collaboration, and knowledge base exploration.


Primary Duties and Responsibilities:

  • Offer end-user assistance via the IT Service Management System by managing trouble ticket activities and work orders as necessary. Document all inquiries and solutions, ensuring timely responses to all help desk requests.
  • Act as the primary contact for diagnosing hardware and software challenges.
  • Provide direct support services, repairs, and maintenance for computer hardware and peripheral devices. Install new software versions, system enhancements, evaluate and apply patches, and resolve software-related issues.
  • Oversee and deploy computer baseline images for end users.
  • Ensure up-to-date virus protection on desktop and laptop systems.
  • Troubleshoot basic network connectivity issues, monitor network services and infrastructure, and respond to network emergencies.
  • Manage Microsoft Active Directory User and Computer accounts and password administration. Create and maintain network users, directories, and security in accordance with established protocols.
  • Maintain current end-user training documentation and Service Management knowledge base articles.
  • Provide downtime notifications when necessary.
  • Exhibit regular and punctual attendance.
  • Contribute to IT project initiatives as a committed team member.
  • Undertake additional responsibilities as needed to ensure smooth IT operations.

Required Education, Experience, and Qualifications:

  • Availability to provide 24/7 coverage throughout the year.

Educational Background:
Associate's Degree; Bachelor's Degree in Computer Science or a related field; and/or equivalent IT work experience. CompTIA A+ certification is advantageous.

Professional Experience:
ITIL foundation or other IT vendor certifications preferred but not mandatory.

  • Ability to work effectively under management guidance as well as collaborate as a strong team player.
  • Proficient communication skills with customers, internal technology teams, and end-users; demonstrated experience in installing software, security updates, and patches.
  • Capability to configure and deploy PCs and peripheral devices; strong organizational skills; ability to learn quickly and efficiently as a team player with minimal supervision.
  • Capacity to multitask based on priorities; customer-focused and detail-oriented.
  • Solid experience with computer hardware, mobile devices, and current Windows Operating Systems.
  • Proficiency in the Microsoft Office Suite and familiarity with Active Directory/Administrative Tools.
  • Experience with remote support tools and cloud VoIP phone systems.
  • Commitment to a minimum 40-hour work week, unless otherwise directed.

Working Environment:

  • Extended periods of sitting at a desk and working on a computer.
  • Must be able to lift up to 30 pounds occasionally.
  • Physically capable of installing equipment, including under desks.
  • Move computers throughout the facility as directed.
  • Must be able to follow written and verbal instructions.
  • Must be able to complete tasks despite frequent interruptions.
  • Must exercise discretion and independent judgment as necessary.
  • Must be able to communicate clearly on the phone and with colleagues and staff.

We value our local community and are dedicated to providing opportunities


Radiology Associates of North Texas is an equal opportunity employer, committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, age, sex, national origin, disability status, pregnancy or related conditions, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all aspects of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.