Tech Support Specialist 1

Sonrava Health • Orange, CA

3d

About The Position

The Technical Support Specialist 1 works both independently and collaboratively with other members of the IT Infrastructure team to solve problems and provide excellent customer service. The Clinic Support Specialist 1 is expected to process equipment received at our IT Warehouse, perform some administrative duties, triage incidents, and work and resolve routine incidents. Follow-through to resolution and accurate recording of information and data are a fundamental part of the job responsibility.

Requirements

• Minimum of a HS Diploma or GED Equivalent
• Must have experience with Microsoft Office
• 1-3 years of experience in a customer service environment
• Must be available to work (PST) M-F: 5am-8pm + Sat: 6:00am-4:30pm
• Current shift is (PST) M-F: 8am-5pm
• Excellent phone communication and problem-solving skills.
• Willing to get certified in relevant disciplines for this role

Nice To Haves

• Bachelor’s degree preferred
• 1-3 years of experience in a high-volume environment is preferred.

Responsibilities

• Stage IT equipment for projects
• Receive incoming IT equipment, test as needed, and update equipment status in asset management system
• Coordinate with IT warehouse management and our projects team concerning any inbound, storage, disposal, and redeployment of equipment from active projects
• Collaborate with other members of the IT Infrastructure team to move, deploy, and catalog stored equipment from previous projects
• Ship and receive IT equipment
• Must be able to lift up to 50lbs
• Work with management to have Emergency issues handled in a timely manner, identifying area wide issues
• Triage requests coming via phone calls, e-mails, and self-service tickets
• Escalate complex issues to the next level of support.
• Follow-up and update customer status and information.
• Triage each service request as well as which team should be assigned to the proble
• Enter and update all service requests into ITSM ticket system
• Follow up on various stages of a ticket including but not limited to: shipment tracking, approval, vendor follow up, etc.
• Administrate user accounts
• Basic troubleshooting skills
• Any other task that may be added by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees