Southwest Transplant Alliance · 1 week ago
Desktop Support Technician II
Dallas, TX
Full-time
Onsite
Entry, Mid Level
2+ years expSouthwest Transplant Alliance is responsible for providing advanced technical support in the healthcare sector. The Desktop Support Technician II role focuses on troubleshooting and resolving complex technical issues, managing user accounts, and ensuring compliance with IT security standards.
Health CareMedicalNon Profit
Responsibilities
Serve as the escalation point for complex issues unresolved by Desktop Support Technician I, providing advanced diagnostics and troubleshooting
Troubleshoot and resolve issues related to computer systems, applications, and network connectivity across both Windows and macOS platforms, as well as mobile devices (iOS, Android)
Perform advanced diagnostics and repairs on network infrastructure, including connectivity issues, routers, switches, and cabling
Install, configure, and support advanced computer systems, applications, and peripherals (printers, scanners, AV equipment)
Ensure proper functionality and security of systems by deploying software updates and conducting regular system health checks
Provide advanced setup and configuration of telephony (PBX) systems and resolve issues related to voice communication infrastructure
Monitor and maintain network infrastructure, resolving more complex connectivity issues (LAN/WAN), and ensuring that users have uninterrupted access to network resources
Assist with network upgrades and installations, including cabling and wiring for data networks within offices and between buildings
Document network changes and configurations thoroughly to ensure a clear record for future troubleshooting and compliance audits
Ensure all IT activities adhere to HIPAA and other healthcare-specific data protection regulations, safeguarding personal health information (PHI)
Collaborate with the cybersecurity team to ensure compliance with security policies, conducting vulnerability assessments and escalating potential security threats
Assist in implementing security patches, encryption tools, and access control mechanisms to ensure compliance with healthcare data protection standards
Manage user accounts and permissions for email, proprietary software, and phone systems. Ensure proper authorization levels are maintained and decommission accounts for former employees
Assist in provisioning IT resources for new hires, including system setup, hardware configuration, and network access, ensuring proper onboarding in collaboration with the People Services team
Monitor system performance, identify potential issues, and proactively resolve them before they impact end users
Respond to system alerts and incidents, providing prompt resolution or escalation to higher tiers as needed, adhering to defined SLAs
Document all relevant details regarding system incidents and their resolution in the IT service management system, contributing to a robust knowledge base
Work closely with Desktop Support Technician I to provide guidance and support in resolving escalated tickets, ensuring quick resolution
Assist in training and mentoring junior staff, sharing best practices, and improving first-contact resolution rates
Manage service requests for moves, additions, and changes to the infrastructure, including user hardware and network changes
Maintain accurate records of assets, including hardware inventory, software licenses, and network configurations, ensuring compliance with organizational policies
Provide after-hours support as part of a rotating on-call schedule to ensure continuous availability of IT services, especially during critical system incidents
Contribute to process improvements by creating automation scripts (e.g., PowerShell) for common tasks such as system provisioning, software deployments, and diagnostics to streamline operations
Evaluate new technologies and provide recommendations for implementation to improve IT services' efficiency and scalability
Qualification
Required
High school diploma required
Minimum of 2 years of experience in desktop support, mobile computing, or network troubleshooting with progressively more responsibility
CompTIA A+ certification is required
Advanced knowledge of network server installation, switch configuration, WAN management, and PBX telephony systems
Understanding of HIPAA compliance and other healthcare data regulations is required
Ability to troubleshoot technical issues and work through completion
Ability to provide a high level of customer service
Excellent communication skills are required. Must communicate effectively with all personnel levels and represent the organization publicly
Ability to work both independently and as part of a team required
Ability to cope with high levels of stress and able to handle a heavy workload
Ability to travel in light and commercial aircraft or drive his/her personal auto in order to meet all job duties and responsibilities
Current Driver's license required
Preferred
Bachelor's degree in MIS, CS, or a related field
Microsoft Modern Desktop Administrator, Azure Fundamentals, or equivalent certifications
Experience with cloud platforms such as Microsoft Azure or similar environments
Company
Southwest Transplant Alliance
Southwest Transplant Alliance is a nonprofit firm that provides organ and tissue donor programs for hospitals and patients.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brad Adams
President & CEO
Recent News
2025-11-05
2025-06-22
Company data provided by crunchbase