Desktop Support Specialist

Job Description

Job Description

Company Description

Therapy & Beyond is one of the largest BCBA-owned ABA organizations, founded and led by Dr. Regina Crone, BCBA-D, since 2006. At Therapy & Beyond we approach the needs of each patient both individually and as part of a dynamic interdisciplinary team working with experts in applied behavior analysis (ABA) therapy, speech-language pathology, occupational therapy, and counseling. We love helping individuals reach their full potential by supporting not only the patient but also their family. We are passionate about what we do while remaining true to our defining core values of: Putting People First, Doing Our Best Together, Making Therapy Fun, and Above All, We grow potential

We're looking for a dedicated Desktop Support Specialist to join our team and provide essential IT support to our employees at our home office and clinics across Texas and Oklahoma. In this role, you'll be responsible for the setup, troubleshooting, and operation of computer systems, peripherals, and network devices. This position requires a proactive problem-solver who can diagnose and resolve a variety of technical issues, from routine to complex, using specialized hardware, application software, and operating systems.

• Provide Technical Support: Set up, maintain, and troubleshoot a wide range of supported equipment to ensure seamless operation for our employees.

• Document and Track Issues: Accurately document issue updates and resolutions using our ticketing system, ensuring clear records and efficient knowledge sharing.

• Foster Strong Relationships: Maintain excellent communication and build positive relationships with all end users.

• Collaborate with Vendors: Work effectively with outside vendors, service providers, and contractors as necessary to resolve technical challenges.

• Ensure Timely Resolution: Provide timely and efficient follow-up on issues with system users, offering status updates and communicating resolution information to management.

• Manage Support Tickets: Assign incidents, tasks, and requests as needed to ensure efficient workflow.

• Mentor and Train: When necessary, train new Desktop Support Team members and offer additional guidance and advice as new tasks or processes are implemented.

• Other Duties: Perform other related duties as assigned to support the IT department's operations.

Education: A Bachelor's Degree in a related field.

Experience: Previous desktop support experience required.

• Technical Proficiency: Proficiency in Windows Professional and Google Workspace. CAT6 Cable Termination, VoIP system administration.

• Troubleshooting Expertise: The ability to diagnose, troubleshoot, resolve, and follow up on issues both in person and over the phone in a fast-paced, dynamic environment. You should be adept at prioritizing issues based on severity and business impact.

• Team Collaboration: Ability and willingness to train and advise other team members, fostering a collaborative environment.

• Communication & Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to maintain strong relationships with all end users and team members.

• Customer Service Focus: Strong customer service skills, including active listening, effective troubleshooting, problem-solving, and a positive demeanor.

• Security Knowledge: High-level knowledge and understanding of corporate security policies and procedures.

• Corporate Environment Experience: Experience working in a corporate business environment, providing high-quality IT support and customer service.

WHY YOU WILL LOVE WORKING AT T&B!

• Generous benefit Package:
• Medical, Dental, Vision, and Disability
• Company Paid- Life Insurance
• 401K with company match
• Company Paid Short-Term Disability
• HSA and FSA options
• Employee Assistance Program
• Employee Recognition