Technical Support Specialist I

Eye Care Partners Career Opportunities•Ballwin, MO

2d•Hybrid

About The Position

The Technical Support Specialist I is the entry-level support position within ECP’s Technical Support Services organization. This position provides technology support to corporate, administrative, and clinical users while developing the technical, customer-service, and operational competencies required for advancement. This job description is shared by the Service Desk and Field Services functions; however, each employee will be assigned to one of these functions based on the position for which they are hired. Service Desk specialists provide inbound remote support through telephone, email, chat, portal, and related support channels. Field Services specialists provide hands-on onsite support at assigned ECP locations. Both roles are considered in-person support roles with limited remote or hybrid-work opportunities.

Requirements

High School Diploma or GED Required
Foundational understanding of computer hardware, operating systems, software, networking, and troubleshooting.
Ability to communicate technical information clearly to nontechnical customers.
Demonstrated customer-service, organization, documentation, and problem-solving skills.
Ability to complete the ECP Technical/Service Level I coursework, certifications, competency requirements, and technical validations established by ECP.
Valid driver’s license and ability to travel will be required for Field Services assignments.
Excellent organizational skills
Desire to gain industry knowledge and training
Demonstrates initiative in accomplishing goals
Ability to grow, adapt, and accept change
Consistently creating a positive work environment by being team-oriented
Excellent verbal, written, and social skills.

Nice To Haves

Previous technical support experience, particularly in a medical environment, technical education, or a foundational industry certification is preferred but not required.

Responsibilities

Take ownership of inbound technology issues and service requests, working them through resolution or ensuring a clear and effective transfer of ownership is achieved when escalation is required.
Diagnose and troubleshoot issues with urgency, recognizing that reliable technology directly supports clinical operations and patient care.
Fulfill approved service requests accurately and within established procedures and service-level expectations.
Prioritize work based on business impact, urgency, patient-care impact, and the needs of affected customers.
Provide a responsive, respectful, and service-focused customer experience, demonstrating empathy and a commitment to helping customers remain productive.
Communicate clearly and proactively with customers and stakeholders regarding status, expectations, workarounds, next steps, and resolution.
Maintain complete and accurate documentation of troubleshooting, communications, resolutions, asset information, and escalation activity in the ITSM platform and other approved systems.
Collaborate with infrastructure, applications, networking, security, clinical technology, vendors, and other support teams to restore service and address customer needs.
Protect ECP, employee, and patient information by following identity-verification, access-control, privacy, security, and data-handling requirements.
Use and improve knowledge articles, troubleshooting guides, and standard operating procedures to support consistent and efficient service delivery.
Participate in assigned training, coursework, certification activities, and technical validations to strengthen individual and team capability.
Receive and take ownership of inbound incidents and requests submitted through telephone, email, chat, portal, monitoring alerts, and other approved channels.
Provide a responsive, respectful, and service-focused first point of contact for technology support.
Assess urgency, business impact, and patient-care impact to ensure work is prioritized and addressed appropriately.
Perform remote troubleshooting and request fulfillment using approved support and management tools.
Resolve issues during the initial interaction whenever possible while maintaining clear customer expectations.
Coordinate timely escalation for issues requiring onsite support, specialized access, or advanced technical expertise, remaining engaged through an effective handoff.
Maintain availability and adherence to established Service Desk schedules, service levels, and call-handling standards.
Proficient computer skills, particularly in Microsoft.
Good understanding of insurance payers and enrollment methods.
Ability to diagnose and resolve basic enrollment issues.
Ability to work overtime if/when needed.