Technical Support Specialist I

Innovation Associates, Inc. • Indianapolis, IN

3d • $62,500 - $72,000 • Onsite

About The Position

The Technical Support Specialist I supports customers operating NEXiA Proprietary automated pharmacy fulfillment systems in live production environments. This role requires a dedicated customer centric, solutions driven individual to provide first point of contact for support inquiries, ensuring accurate issue triage, documentation, and resolution while delivering exceptional customer experience.

Requirements

• Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues.
• Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials.
• Excellent verbal and written communication skills.
• Professional, customer focused demeanor with the ability to remain composed under pressure.
• Effective communicator with both technical and non-technical stakeholders.
• Organized, analytical, and methodical in troubleshooting.
• Works well in a fast-paced environment.
• Ability to perform remote troubleshooting and guide customers of varying technical skill levels.
• Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.

Nice To Haves

• Experience in healthcare or pharmacy-related environments.
• Experience supporting integrated software and hardware solutions in production environments.
• Basic familiarity with Microsoft Windows desktop and server operating systems.
• Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, Or Jira.
• Basic of client-server applications, networking fundamentals (TCP/IP, DNS, VPN, etc.), firewall operations, SQL & relational databases, Windows desktop and Server OS.
• Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook)

Responsibilities

• Support NEXiA automated pharmacy fulfillment solutions operating in live production environments.
• Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system.
• Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, communication, and configurations.
• Accurately log all tickets, communications, and findings in the support system.
• Perform incident triage, classify issue severity, and escalate when appropriate.
• Walk customers through step-by-step solutions with clarity, professionalism, and empathy.
• Use diagnostic tools, logs, and internal resources to identify suspected hardware failures and determine if components require RMA.
• Issue RMAs and coordinate replacement shipments as needed.
• Provide guidance on installing new or replacement equipment and applying software/firmware updates.
• Follows documented workflows & meets established SLA targets.
• Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed.

Benefits

• Generous time off policy that allows you to put your family first
• Opportunity to work on the cutting edge of pharmacy automation in a high growth tech company
• Competitive benefits, salary, and talent development opportunities
• Commitment to professional development and working for a company where your voice is heard

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree