Technology Support Specialist

Upward Health•Suffolk County, New York, NY

9h•$60,000 - $65,000

About The Position

The Technology Support Specialist is a critical member of the Upward Health Technology Department, responsible for delivering front-line technical support for a variety of end-user systems while assisting with the maintenance of Upward Health's logistical operations. The role is perfect for an individual who thrives in high-demand environments, is familiar with Microsoft and Android platforms, and enjoys teaching users while offering effective technical support. This position offers the opportunity to gain valuable experience in service and technical roles while being part of a collaborative team focused on system administration, support, and training for our clinical teams across the United States.

Requirements

Strong understanding of Microsoft and Android platforms.
Proficiency with Microsoft administrative tools, including Excel, Outlook, SharePoint, Teams, Visio, and Word.
Expertise in troubleshooting technical issues and providing timely solutions.
Ability to perform device and account-level configuration and maintenance, ensuring system security.
Skilled in creating and maintaining documentation, knowledgebases, and training resources.
Excellent communication skills, both verbal and written, with a focus on customer service and approachability.
Ability to work independently while being part of a dynamic, team-oriented environment.
Ability to deliver reports and summaries to management highlighting technical issues and proposing resolutions.
Fluency in English required.
Technical Troubleshooting: Ability to identify, diagnose, and resolve basic technical issues related to hardware, software, and network problems.
Knowledge of IT Systems: Understanding of operating systems (Windows, macOS, Linux), office applications (Microsoft Office Suite), and common software used in a business environment.
Ticketing System Proficiency: Experience using help desk software (e.g., Jira, ServiceNow, Zendesk) for tracking support requests and progress.
Basic Networking Knowledge: Familiarity with networking basics, such as IP addresses, DNS, and troubleshooting connectivity issues.
Knowledge Base Management: Ability to maintain and update documentation and internal knowledge bases for common problems and solutions.
System Setup and Configuration: Competence in setting up and configuring hardware (PCs, laptops, printers) and software applications.
Security Awareness: Understanding of basic security principles, such as password management, phishing threats, and device security protocols.
Escalation Procedures: Knowledge of when and how to escalate complex issues to higher-level support or specialized teams.
End-User Support: Ability to support end users with software installations, troubleshooting, and answering questions on system usage.
Documentation and Reporting: Competence in documenting user issues, troubleshooting steps, and resolutions in a clear and organized manner.

Nice To Haves

Spanish fluency is a plus.

Responsibilities

Deliver front-line technical support for a variety of end-user systems.
Assist with the maintenance of Upward Health's logistical operations.
Teach users and offer effective technical support.
Gain valuable experience in service and technical roles.
Be part of a collaborative team focused on system administration, support, and training for clinical teams across the United States.
Perform device and account-level configuration and maintenance, ensuring system security.
Create and maintain documentation, knowledgebases, and training resources.
Deliver reports and summaries to management highlighting technical issues and proposing resolutions.