Epiphany Dermatology

IT Support

• Manage the queue of the IT Help Desk ticketing system and provide prompt issue resolution.
• Provide technical support to employees by diagnosing and troubleshooting hardware, software, and network issues.
• User account management, including password resets and access provisioning.
• Procure and issue hardware as directed by IT leadership and according to procedures.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Identify and suggest possible improvements on procedures.

IT Help Desk Technician