Help Desk Analyst

Description

Who We Are:

Platinum Dermatology Partners is a network of high-quality dermatology clinics that focus on collaborative and innovative ideas to drive growth. We offer general dermatology, cosmetic, medical, plastic surgery, and cancer screening treatments. We have over 145 clinics, over 350 providers, and more than 2300 employees in clinics across Texas, Arizona, California, Nevada, and Florida. We are a rapidly growing company that allows our doctors to focus on providing exceptional care without worrying about the operational side of the business. Our core values focus on collaboration, ownership, respect, excellence, authenticity, and integrity. Our purpose is to empower the practice of exceptional dermatology.

Company Conformance Statements:

• In the performance of their respective tasks and duties, all employees are expected to conform to the following:
• Perform quality work within deadlines with or without direct supervision.
• Interact professionally with other employees, customers, and suppliers.
• Work effectively as a team contributor on all assignments.
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

Position Summary:

The Help Desk Support Agent serves as the first point of contact for all technical support needs within our organization. This role is vital to ensuring clinicians and staff have seamless access to the technology and systems they rely on to deliver high-quality patient care.

Key Responsibilities:

• Respond promptly to IT support requests via phone, email, ticketing system, or in person, providing courteous and effective assistance.
• Troubleshoot and resolve issues related to hardware, software, network connectivity, printers, and specialized medical devices.
• Provide support for healthcare applications and Electronic Health Record (EHR) systems, escalating more complex problems to senior team members.
• Manage user accounts, including password resets and access rights in Active Directory, email systems, and clinical applications.
• Deploy, configure, and maintain computers, mobile devices, and other peripherals in compliance with HIPAA and organizational security policies.
• Document all support activities, solutions, and follow-ups within the IT ticketing system.
• Collaborate with IT colleagues to identify trends and contribute to long-term improvements.
• Educate users on best practices for security, application use, and self-help troubleshooting.
• Participate in after-hours or on-call support rotations as required.

Qualifications

Education: 

• High School diploma or GED is required.
• Associate’s degree in Information Technology, Computer Science, or related field preferred, or equivalent professional experience.

Qualifications:

• At least 2-3 years of technical support or help desk experience, ideally within a healthcare setting.
• Experience supporting EHR systems (such as NextGen) is highly desirable.
• Strong working knowledge of Windows OS, Microsoft Office 365, and basic networking (TCP/IP, DNS, DHCP).
• Proficiency with Active Directory, VPN technologies, remote support tools, and endpoint security.
• Understanding of HIPAA compliance and handling of protected health information (PHI).
• Excellent customer service and communication skills, with a patient, professional, and empathetic approach.
• Ability to prioritize tasks and manage time effectively in a busy environment.
• Strong problem-solving abilities and keen attention to detail.

Our competitive benefits package includes the following:

• Medical, Dental, and Vision insurance
• Short-term/Long-term disability
• Life and other voluntary plans
• 401(k) plan
• Employee Referral Program
• Paid Time-Off
• Company-Paid Holidays

Equipment Operated: Standard office equipment, including computers, fax machines, copiers, printers, telephones, etc.

Physical Requirements: Must possess manual dexterity to operate office machines, including computer and calculator; stooping and bending to handle files and supplies; and mobility to complete errands or deliveries. Includes handling of sharps and chemicals. Ability to lift and move equipment up to 50 lbs. May require walking to different departments or clinics throughout the day.

Equal Employment Opportunity:

Platinum Dermatology Partners is committed to a policy of equal employment opportunities for applicants and Employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment, including Title VII of the Civil Rights Act of 1964, The Age Discrimination in Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, the California Fair Employment and Housing Act, and all other applicable state and federal laws.

Platinum Dermatology Partners does not permit discrimination of any type against an employee because of any of the following legally protected characteristics: gender, race, color, religion, country of origin, mental disability, physical disability, marital status, gender identity, gender expression, ancestry, genetic information, medical condition, age, sexual orientation, or pregnancy.

Please note that any offer of employment is contingent on the successful completion of pre-employment background checks.

No phone calls or agencies, please.