IT Support Generalist

Texas Regional Physicians is seeking an experienced IT Support Generalist to provide day-to-day technical support for employees, providers, and business operations across multiple locations. This is a broad, hands-on IT role ideal for someone who is comfortable troubleshooting a wide variety of technology issues and taking ownership from initial request through resolution. The IT Support Generalist will support computers, user accounts, software applications, printers, phones, network connectivity, access management, equipment deployment, and other technology needs throughout the organization. The successful candidate will be highly responsive, organized, security-conscious, and comfortable working directly with employees at all levels of the organization in a fast-paced healthcare environment., * Provide Tier 1 and Tier 2 technical support for employees, providers, and leadership.

• Troubleshoot hardware, software, connectivity, login, printer, scanner, peripheral, and workstation issues.
• Install, configure, deploy, and maintain desktops, laptops, monitors, printers, mobile devices, and related equipment.
• Set up user accounts, email, system access, permissions, and equipment for new employees.
• Coordinate IT-related onboarding and offboarding, including activating and disabling system access in a timely manner.
• Maintain accurate user access and permissions based on job responsibilities and organizational requirements.
• Troubleshoot Microsoft Windows, Microsoft Office/Microsoft 365, email, web applications, and commonly used business software.
• Assist employees with password resets, multi-factor authentication, remote access, and other account-related issues.
• Support electronic medical record and healthcare technology users by troubleshooting access or technical issues and escalating application-specific concerns when necessary.
• Troubleshoot basic network, Wi-Fi, VPN, internet, and connectivity issues and coordinate advanced issues with vendors or outside IT partners.
• Support office phones, VoIP systems, conference room technology, and other communication systems.
• Configure and maintain printers, scanners, label printers, and other clinical and administrative peripherals.
• Maintain an accurate inventory of company computers, devices, equipment, software licenses, and assigned assets.
• Prepare, issue, recover, and document company equipment for new hires, transfers, and terminated employees.
• Coordinate repairs, replacements, warranties, and equipment purchases as needed.
• Work with third-party vendors, software providers, internet providers, and technical support teams to resolve issues.
• Assist with cybersecurity practices, including access controls, endpoint protection, phishing awareness, software updates, and identification of suspicious activity.
• Ensure IT practices support HIPAA privacy and security requirements and company information-security policies.
• Maintain documentation of technical procedures, equipment, system configurations, passwords/access processes, and troubleshooting solutions as appropriate.
• Track IT requests and follow through to resolution while keeping users informed of status.
• Identify recurring technology issues and recommend practical improvements to systems, workflows, or equipment.
• Provide onsite technology support at TRP-affiliated locations as needed.
• Assist with technology projects, office openings, equipment moves, system implementations, and other operational initiatives.
• Perform additional IT-related duties as assigned.

• High School Diploma or GED required.
• Associate or Bachelor’s degree in Information Technology, Computer Information Systems, Cybersecurity, or related field preferred.
• 3+ years of hands-on IT support, help desk, desktop support, systems support, or similar experience preferred.
• Experience supporting Windows-based business environments.
• Working knowledge of Microsoft 365 applications and user administration.
• Experience installing and troubleshooting desktops, laptops, printers, scanners, and peripheral devices.
• Working knowledge of networking fundamentals, including TCP/IP, Wi-Fi, DNS, DHCP, VPN, and basic network troubleshooting.
• Familiarity with user account administration, permissions, multi-factor authentication, and access-control practices.
• Experience supporting healthcare organizations, physician practices, or medical facilities strongly preferred.
• Familiarity with EMR/EHR systems and healthcare applications preferred.
• Knowledge of HIPAA Security and Privacy requirements preferred.
• Experience working with ticketing systems, device-management tools, or remote-support applications preferred.

Requirements:

Knowledge, Skills & Abilities

• Strong troubleshooting and problem-solving abilities.
• Ability to diagnose technical issues independently and determine when escalation is necessary.
• Excellent customer service and communication skills with the ability to explain technical issues to nontechnical users.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple technical requests in a fast-paced environment.
• Comfortable working with employees and providers with varying levels of technical knowledge.
• Ability to maintain confidentiality and appropriately handle sensitive company and patient information.
• Dependable, responsive, and able to follow issues through to completion.
• Ability to work independently while collaborating effectively with internal departments, leadership, and outside vendors.
• Willingness and ability to travel between affiliated Houston-area locations when necessary.

Preferred Certifications

CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent technical certifications are preferred but not required.

Physical Requirements

Ability to sit, stand, bend, reach, and work at computer workstations for extended periods. Must be able to move, install, and transport computer equipment and other technology devices weighing up to approximately 40 pounds.