Technical Support Specialist I

Vibrant Emotional Health•New York, NY

1d•$27 - $38•Hybrid

About The Position

The Tech Support Specialist I position provides frontline technical support in a 24/7/365 environment, serving as primary point of contact for users experiencing technical issues. This role is responsible for troubleshooting common problems, documenting support activity accurately, resolving incidents within established procedures, and escalating issues to the appropriate teams when additional expertise is required. Success in this role requires strong customer service, clear communication, dependable follow-through, attention to detail, and the ability to work effectively in a fast-paced support environment.

Requirements

Strong technical troubleshooting skills across hardware, software, and networking environments.
Experience supporting on-premise architecture, SaaS, PaaS, and/or IaaS environments.
Ability to follow documented procedures and technical instructions.
Willingness and ability to learn new technologies, processes, and support procedures.
Working knowledge of Microsoft Office desktop applications and Microsoft 365.
Working knowledge of Microsoft Windows 10, Windows 11, and macOS.
Working understanding of TCP/IP and networking fundamentals.
Strong communication and documentation skills.
Team-oriented mindset with a positive attitude and strong customer service focus.
Strong problem-solving skills and attention to detail.
Strong customer service.
Ability to manage multiple requests and priorities.

Nice To Haves

Experience with Genesys Cloud and Salesforce preferred.
Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate).
Experience supporting 24/7 or shift-based technical support environments preferred.

Responsibilities

Respond to and resolve incoming support tickets, walk-ups, and phone requests within established SLAs.
Troubleshoot Windows/macOS systems, standard business applications, and basic network connectivity issues.
Perform password resets, MFA troubleshooting, and account unlocks.
Image, configure, and deploy laptops and desktops for new hires and refresh cycles.
Support printers, conference rooms, and A/V systems.
Accurately document troubleshooting steps and resolutions in the ticketing system.
Escalate unresolved or complex issues to Tier 2 with proper documentation.
Maintain accurate asset tracking and inventory records.
Assist with device collection, secure wipe, and redeployment during offboarding.
Travel for site visits as needed.
Additional duties as assigned.