Tier 1 Help Desk Support Specialist

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Deliver first-level technical assistance for hardware and software issues, encompassing Microsoft Office, VPN, Active Directory, client-specific software applications, laptops, desktops, printers, and VoIP telephony.

• Provide Tier 1 support and escalate more complex problems to Tier 2 as necessary.

• Assist multiple clients.

• Clearly and accurately identify and document customer issues.

• Elevate unresolved tickets to the relevant internal teams.

• Assign urgency and impact levels to tickets in accordance with ITIL best practices.

• Aid clinicians, including doctors, nurses, and therapists, with EHR usability.

• Offer customer service through effective communication, patience, and empathy.

• Provide offline assistance as needed.

• Carry out additional responsibilities as assigned to support team and business goals.

⛳️ Requirements

• Must be a resident of New Mexico, Arizona, or Texas.

• High School diploma or GED (or equivalent experience) is required.

• A hard-wired connection to the router is mandatory.

• A reliable high-speed internet connection is essential; satellite internet is not supported.

• Availability to work on weekends and select weekdays is required.

• Prior experience in a customer service or technical support position is necessary.

• Basic understanding of PC operations and desktop applications is expected.

• Strong verbal and written communication skills are essential.

• Ability to multitask and solve problems in a fast-paced setting is required.

• Willingness to accept feedback and a desire to learn are important.

• Adaptability and self-motivation are crucial in a remote work environment.

• Completion of a Speedtest by Ookla, with a screenshot of upload and download speeds, is mandatory.

• CompTIA A+ certification is preferred but not a requirement.

• Experience with Electronic Health Record (EHR) systems is preferred but not required.

• Familiarity with medical terminology is preferred but not necessary.

🏝️ Benefits

• Continuous training opportunities.

• Support for obtaining certifications.

• Opportunities for career development.

• Employer-sponsored technical certifications.

• Flexibility for remote work.

• An inclusive work culture.

• Direct access to leadership, including the CEO.

• A supportive environment that values transparency, communication, and collaboration.