IT Help Desk Specialist
Nutex Health is seeking an IT Help Desk Specialist to serve as a key front-line IT resource for company employees and company-owned hospitals, helping ensure reliable access to hardware, software, systems, and support services.
This role answers calls, creates and manages service tickets, troubleshoots technical issues, and escalates unresolved matters to the appropriate IT resource while maintaining clear, professional communication with internal customers. The goal is to deliver responsive, customer-focused technical support that protects productivity, supports business continuity, and strengthens confidence in IT services across the organization.
Responsibilities
- Serve as the first point of contact for employees and hospital-based users seeking technical assistance by phone or email.
- Perform remote troubleshooting through diagnostic techniques and investigative questions.
- Provision devices and user accounts in accordance with established IT procedures.
- Determine the best solution based on the issue and customer needs.
- Walk the customer through the problem-solving process.
- Escalate unresolved issues to the appropriate support personnel or internal team.
- Provide accurate information on IT products or services.
- Document reported issues, troubleshooting steps, and resolutions accurately in service tickets.
- Follow up with customers and provide timely status updates until issues are resolved or appropriately escalated.
- Share customer feedback, recurring issues, and service improvement opportunities with the appropriate internal team.
- Identify and recommend improvements to help desk procedures, knowledge resources, and support workflows.
Required Qualifications
- At least 3 years of professional IT support experience in a Microsoft-based environment, including Microsoft products, cloud-based applications, networked computing, desktops, and Active Directory.
- Ability to image and install Microsoft operating systems into an enterprise Active Directory.
- Ability to troubleshoot and resolve various hardware components for printers, PCs, and scanners.
- Ability to diagnose and resolve fundamental technical issues.
- Excellent written and verbal communication skills.
- Customer-oriented, patient, and professional under pressure.
- Associate degree in IT, Computer Science, or equivalent relevant experience.
- Having both A+ and Network+ certifications may be considered in lieu of the stated years of experience.
Preferred Qualifications
- Additional IT certifications such as CCNA or MCSA are desirable.
