IT Support Specialist I

TeleSpecialists LLC•Fort Myers, FL

21h•Onsite

About The Position

The IT Support Specialist provides first-level technical support to employees, physicians, and other users working remotely and from corporate locations. Under general supervision, this position installs, configures, maintains, tests, and troubleshoots computers, applications, peripheral equipment, and network connectivity. The position resolves routine technical issues, documents support activities, communicates clearly with users, and escalates complex or high-impact issues to the appropriate resource. The IT Support Specialist I also supports technology deployments, equipment inventory, user training, and other IT initiatives.

Requirements

High school diploma or GED required.
At least six months of relevant technical support, service desk, desktop support, or related experience required.
Relevant higher education, technical training, certifications, or directly related experience may be considered in place of the stated experience requirement.
Experience supporting users in healthcare, telemedicine, clinical operations, or another time-sensitive environment.
Experience supporting electronic medical record systems or healthcare-related applications.
Experience with service desk, endpoint management, remote support, asset management, or contact center platforms.
Basic knowledge of computer hardware, operating systems, business applications, peripheral devices, networking, and telecommunications.
Familiarity with Windows, Microsoft 365, Microsoft Entra ID, SharePoint, Microsoft Teams, and common productivity applications.
Ability to troubleshoot and resolve routine hardware, software, account access, application, and network connectivity issues.
Ability to follow established procedures while recognizing when an issue requires escalation.
Strong customer service, interpersonal, and verbal and written communication skills.
Ability to explain technical information clearly to users with varying levels of technical knowledge.
Ability to document technical issues, troubleshooting activities, and resolutions accurately.
Strong organizational skills and attention to detail.
Ability to manage multiple support requests and adjust priorities based on operational needs.
Ability to work effectively both independently and collaboratively in a remote and team-based environment.
Participation in a rotating after-hours on-call schedule is required.
Occasional work outside normal business hours may be required to support maintenance, deployments, or urgent operational issues.

Nice To Haves

Relevant entry-level technology certifications are preferred but not required.

Responsibilities

Responds to technical support requests involving hardware, software, user accounts, applications, peripheral devices, and network connectivity.
Troubleshoots and resolves routine incidents involving Microsoft 365, Windows, Microsoft Entra ID, multifunction printers, Five9, Domo, Telecare, and other supported applications.
Creates, updates, and maintains accurate helpdesk tickets, including troubleshooting steps, user communications, resolutions, and escalation details.
Prioritizes support requests based on urgency, operational impact, and established IT procedures.
Escalates unresolved, recurring, security-related, or high-impact issues to the appropriate internal team or vendor.
Communicates status updates, expected next steps, and resolutions clearly and professionally to users.
Installs, configures, deploys, and maintains computers, workstations, peripheral devices, and related equipment.
Performs routine system testing, preventive maintenance, software updates, and equipment replacement activities.
Provides individual instruction and user training for new or updated technologies, applications, and IT processes.
Creates and maintains technical documentation, knowledge articles, project records, user instructions, and support procedures.
Tracks technology assets, inventory levels, equipment assignments, and related records.
Supports employee onboarding and offboarding activities, including equipment preparation, account-related requests, and access verification.
Assists in evaluating hardware, software, and technology solutions.
Supports the implementation of technology projects with moderate scope and operational impact.
Participates in testing and implementation activities for new applications, systems, and technology solutions.
Identifies recurring technical issues and recommends improvements to documentation, processes, or system configurations.
Maintains current knowledge of supported technologies, security practices, applicable regulations, and industry trends.
Protects confidential, proprietary, and sensitive information in accordance with organizational policies and applicable requirements.
Participates in a rotating after-hours on-call support schedule.
Performs other job-related duties as assigned.