Technical Support Specialist (Service desk)

Eye Care Partners Career Opportunities•St. Louis, MO

8h•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.

Requirements

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.
High School diploma or equivalent

Nice To Haves

Previous technical support experience, particularly in a medical environment, technical education, or a foundational industry certification is preferred but not required.
Valid driver’s license and ability to travel will be required for Field Services assignments.
Proficient in Office 365, ServiceNow, A+ certification preferred

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.