Job Description
You can Make A Difference in the lives of others!
At Heart to Heart Hospice, we provide “Compassionate Care from Our Hearts to Yours.” Our employees enhance the lives of patients with life-limiting illnesses and their loved ones,during a time when compassionate care is needed most. We are dedicated to making a difference in the lives of employees, offering the opportunity to be associated with caring teammates, and creating positive contributions in each community we serve.
Help Desk Specialist
Department: Information Technology
Reports To: IT Operations Manager
Location: Heart to Heart Hospice Holdings LLC – Plano, TX (Onsite)
FLSA Status: Non-Exempt
The Help Desk Specialist provides first-level technical support to end-users across the organization. This entry-level IT support role is responsible for troubleshooting and resolving hardware, software, and network issues, ensuring timely issue resolution through proper documentation and escalation protocols.
This position is ideal for individuals starting their careers in IT support who are looking to build hands-on experience in a healthcare IT environment. This role offers opportunities to grow within the IT department and learn enterprise tools, including Active Directory, Microsoft 365, and endpoint management systems.
Qualifications & Requirements
Education & Experience
• Associate degree preferred; equivalent experience accepted
• Minimum of 1 year in a technical support or help desk environment
• Basic knowledge of IT environments, systems, and troubleshooting techniques
Technical Skills
• Familiarity with Microsoft Windows, Office 365, and common enterprise applications
• Understanding of networking fundamentals, including TCP/IP and Wi-Fi
• Exposure to ticketing systems and remote support tools
• Experience with Apple products is preferred but not required
Key Responsibilities
End-User Support
• Provide exceptional customer service and technical assistance via phone, email, or ticketing system
• Troubleshoot hardware, software, and peripheral issues for desktops, laptops, mobile devices, and printers
• Set up, configure, and install computer hardware, software, and devices for new and existing employees
• Provide basic training to users and document solutions for recurring issues
Account & System Administration
• Create, modify, and deactivate user accounts in Active Directory, Microsoft 365, and other systems
• Assist with onboarding and offboarding processes to ensure timely access and compliance
Network & Connectivity
• Troubleshoot basic network and internet connectivity issues
• Assist with printer network configuration and connectivity
• Escalate complex network issues to senior IT staff
Documentation & Escalation
• Log and track incidents using the IT ticketing system, ensuring timely resolution and communication
• Escalate unresolved or high-priority issues to appropriate IT personnel or vendors
• Maintain documentation for procedures and frequently asked questions
Operational Support
• Consistently meet individual performance expectations, response time requirements, and service level agreements (SLAs), including timely ticket acceptance, resolution, and escalation
• Participate in an on-call rotation as needed
• Support special IT projects and initiatives as directed
• Maintain scheduling flexibility to support operational hours and urgent requests
• Travel up to 20% to support field locations when necessary
Growth & Development Opportunities
• Opportunity to advance to Help Desk Specialist II or other IT roles
• Access to training and certification programs (CompTIA, Microsoft, etc.)
• Exposure to healthcare IT systems, compliance requirements, and infrastructure
It is this Agency's policy to provide equal employment opportunities without regard to age, race, color, religion, military status, gender preference, sex, marital status, national origin or disability.
