IT Support Specialist
About The Position
HearUSA is a hearing-health company focused on making hearing care simpler and more accessible. It operates more than 360 hearing centers across the United States and is part of the WSAudiology group. The IT Support Specialist serves as the initial point of contact for end-user requests, handles Level 1 support tickets, and coordinates with vendors and internal IT staff to resolve or escalate issues. The role also maintains ticket and asset records, reports on Service Desk analytics, follows purchasing procedures for supplies, and performs administrative duties and special projects assigned by IT management.
Requirements
- Excellent interpersonal and social skills, with flexibility and the ability to adapt to changing priorities.
- Strong interest in learning new skills and technologies.
- Excellent customer-service skills and a team-based work mindset; patient and positive attitude.
- Advanced Microsoft Office skills, including O365, Word, Excel, PowerPoint, and Outlook.
- Willingness and ability to learn and use new computer programs and applications.
- Ability to work with close attention to detail and a high degree of accuracy in a fast-paced environment.
- Ability to follow procedures and respect confidentiality.
- Ability to communicate detailed or technical information clearly, accurately, and concisely.
Nice To Haves
- Previous IT support, administrative, or customer-service work experience is preferred.
- Inventory management experience is a plus.
Responsibilities
- Serve as the initial point of contact for end-user assistance requests received by phone or through the IT ticketing system.
- Create and allocate new IT requests.
- Work Level 1 ticket requests and manage open tickets.
- Communicate with vendors and internal IT staff to open, follow up on, and escalate trouble tickets.
- Use the ticketing and inventory management systems for communication and documentation.
- Report on Service Desk analytics.
- Follow standard procedures for purchasing supplies for end-users and retail clinics as needed.
- Document and maintain accurate inventory records for new and retired assets.
- Perform administrative duties and special projects assigned by IT management.
Benefits
- Comprehensive benefits package
- Paid holidays and PTO policy
- 401(k) matching program
- Tuition reimbursement
- Employee, family, and friends hearing aid discount program
- Relocation assistance
- Service days and Diversity, Equity & Inclusion initiatives
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
