IT Support Specialist Tier I
About The Position
Client Secure IT Partners is looking for a motivated and customer-oriented technician that can provide first-level technical support to end users. The primary objective of this role is to be the first point of contact to troubleshoot a wide range of technical issues generated by client support requests via ticket, email, phone and dispatched to other business locations when necessary. Your ability to communicate effectively and provide exceptional customer service will be essential in fostering a positive user experience. You will work in a fast-paced environment where collaboration and teamwork are vital among all of our teams. This position offers a great opportunity to develop your technical skills and gain hands-on experience in IT support, with the potential for career advancement into higher-tier support roles. Experience with healthcare IT is required.
Requirements
- Experience with healthcare IT is required.
- 1-3 years of experience in a technical support role
- Strong analytical and problem-solving skills, with the ability to diagnose and troubleshoot issues.
- Excellent customer service skills and the ability to communicate technical information to non-technical users, including understanding how to de-escalate, how to soothe and how to deliver the most efficient solution.
- Demonstrates professional verbal and written communication skills, able to speak with authority and can provide accurate and detailed written reports and documentation.
- A working understanding of computer systems, networks, troubleshooting techniques, and cyber-security methodologies and toolsets.
- Highly motivated and desire to continually learn new technologies.
- Familiarity with Windows desktop operating systems.
- Familiarity with Microsoft Office suite of application.
Nice To Haves
- Technical Certification OR Associate’s degree or higher in a related field, preferred
- Previous experience in a customer service role is a plus.
- Experience with Mac OS and iOS is preferred, but not required.
- Familiarity with RMM tools is a plus, but not required.
Responsibilities
- Provide first-tier technical assistance and support for issues related to computer systems, software, hardware, system access, setup, and system configurations.
- Respond to support tickets in a timely manner via ticket, phone, email, or in-person and provide in-depth documentation of all relevant information, including issues, resolutions, and escalations.
- Interface with end-users professionally and regularly regarding the troubleshooting and resolutions of their issues
- Work with other technical teams to identify root causes of and develop solutions for complex issues.
- Participate in the implementation of new systems, applications, and environments.
- Maintain accurate inventory records for all hardware and software assets.
- Performing quality assurance follow-up with clients/end users
- Follows documented processes and procedures and reporting as needed.
- Understands how to use CRM/PSA software.
- Ability to travel onsite to clients when dispatched and occasional after-hours support may be necessary.
- Performs other related duties as required.
Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Life and Disability Insurance
- 401k
- Paid time off
- Professional development assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
