Hiring: Technician II, Service Desk Company: PDS Health Location: Irving, TX Job Posted Time: 2026-09-16 17:27:26 Employment Type: Remote Target Skills & Keywords : Agile, EHR, Electronic Health Records, Epic Systems About the job Experience: •3+ years of progressive experience in IT support services or a related field. Required Skills: •Provide first-level technical support to diagnose and resolve hardware, software, and network issues via phone, email, remote tools, or in-person. •Troubleshoot and maintain specialized clinical technology, medical devices, and the Epic EHR system. •Actively facilitate and support setup, configuration, and deployment of new hardware and software. •Manage, prioritize, and track service requests within the ticketing system to ensure timely resolution and adherence to Service Level Agreement (SLA) standards. •Respond promptly to IT emergencies, such as system outages, to minimize operational downtime. •Escalate complex or unresolved issues to senior IT teams, ensuring all prior troubleshooting steps are thoroughly documented. •Create, maintain, and update comprehensive IT documentation, including knowledge base articles, network/workflow diagrams, and resolution procedures. •Deliver training, knowledge transfer, and technology guidance to empower end-users. Qualifications: •H.S. Diploma or General Education Degree (GED) •Relevant industry certifications are highly preferred (e.g., CompTIA A+, ITIL Foundation, HDI Desktop Support, Microsoft 365 Certified, or equivalent). •Strong foundational knowledge of IT support principles, troubleshooting tools, and industry standards. •Proficiency in both Windows and Mac operating systems. •Hands-on familiarity with configuring and supporting common IT hardware and software, including desktops, laptops, mobile devices, and printers. •Associate’s Degree (AA) degree in Information Technology, Computer Science, or a related field preferred. •Direct experience supporting clinical technology, medical devices, and Epic (or similar Electronic Health Record systems). •Applied hands-on capability in IT Service Management (ITSM) platforms, ticketing workflows, and remote support tools. •Solid understanding of core networking concepts and technologies. •Relevant industry certifications (e.g., CompTIA A+, ITIL, HDI Desktop Support, Microsoft 365 Certified, or equivalent). Compensation: •Medical, dental, and vision insurance Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!