IT Field Technician – Dallas, TX

Our Core Values

The culture at Prism Health North Texas is built on our shared Core Values. We make hiring, firing, promotion, and performance review decisions based on these values and behaviors, so it is important that you also share these Core Values:

• We are solution seekers.
• We have a can-do attitude.
• We are mission-driven.
• We care about people.

The IT Field Technician role is responsible for providing remote, deskside, and onsite IT service desk support to resolve technical issues as well as providing a world‑class client experience daily. IT Field Technicians follow documented policies and procedures to effectively set up the correct ticket priority, then work to resolve issues in accordance with our standard escalations process either remotely or onsite in our clinics.

• Troubleshoot and resolve basic desktop, software, network, and server issues.
• Assist users with the installation, configuration, and ongoing usability of desktop computers, mobile devices, peripheral equipment, and software.
• Provide fast and friendly support for clinical End Users, Providers, and Executives.
• Maintain availability in service desk call queue to ensure minimal hold times.
• Responsible for creating and maintaining high quality, detailed documentation.
• Offer guidance on technology use and best practices.
• Process Active Directory user account adds / removes / changes.
• Work with vendor representatives to resolve software and hardware issues.
• Perform basic virus remediation where required.
• Onboard computers and perform repeatable script‑based troubleshooting.
• Actively assist on projects (Office Setups, Mass PC deployments, etc.) under supervision.
• Notify IT Management when outdated equipment causes repeated issues.
• Document all work on service tickets and projects in real time within the ticketing system to published standards.
• Respond to client requests promptly in accordance with published SLAs, then communicate promptly throughout the ticket lifecycle to maintain a high degree of client satisfaction.
• Set proper expectations for clients to follow up and follow through on all commitments.
• Perform on‑site technical and customer service support, to include:
• Emergency/unscheduled repairs of clients’ on‑site technical systems and equipment.
• Performs scheduled maintenance and repairs of clients’ technical systems and equipment.
• Network switch and server room cable management.
• Work with senior resources to diagnose, troubleshoot, repair, and debug complex technical computer systems, and software.
• Follow standard procedures to isolate and fix problems in malfunctioning equipment or software.
• Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating documentation.
• Deliver excellent customer service experience in all interactions.
• Report design, reliability, and maintenance problems or bugs to appropriate technical support team.
• Comply with all safety requirements, including but not limited to completing all required training, following all guidance provided in PRISM North Texas policies, procedures, and field guidelines.
• Demonstrate a proactive approach toward safety, health, and quality in compliance with all company, governmental and customer requirements.
• Maintain tools and equipment properly and ensure that they are all in good working order.
• Participate in all on‑going product, equipment, technical and business‑related training to maintain necessary certifications, skills, and professional knowledge.
• Create and maintain client PC build sheet documentation to ensure new PC deployments are properly documented.
• All other duties as assigned.

• Basic working knowledge of Internet, e‑mail, system security, telecommunications and data communications
• Basic knowledge of MS Office/O365 (Word, Excel, Outlook, PowerPoint, MS Teams)
• Excellent written and verbal communication skills
• Interpersonal/human relations, organizational, and problem‑solving skills
• Ability to meet deadlines and work productively in a collaborative environment
• Ability to work in a fast‑paced, dynamic environment
• Ability to maintain confidentiality

• Associates degree in technology related field OR equivalent combination of education and work experience
• 1+ year of experience in supporting Microsoft Environments
• Uses sound judgement when working with clients
• Works well without supervision
• Knowledge of VoIP, voicemail, analog, and vendor specific hardware/software
• Excellent problem‑solving and client relationship skills
• Excellent verbal and written communication skills
• Ability to learn and retain new technology skills and troubleshooting processes, team player, maintain calm and present yourself professionally in high stress situations
• Alignment with PRISM North Texas’s Core Values
• Must be able to sit prolonged periods sitting at a desk and working on a computer
• Must be able to lift 35–50 pounds at a time