Tier 1 Help Desk Support Specialist

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Deliver first-level technical support for both 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 issues to Tier 2.

• Support a variety of clients.

• Clearly and accurately identify and document customer issues.

• Escalate unresolved tickets to the relevant internal teams.

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

• Assist healthcare professionals, including doctors, nurses, and therapists, with EHR usability.

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

• Provide offline assistance as needed.

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

⛳️ Requirements

• Candidates must reside in New Mexico, Texas, Oklahoma, or Louisiana.

• Availability for weekend work and selected weekdays is required.

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

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

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

• Familiarity with Microsoft Authenticator, including the ability to explain setup and usage to end users and use it for secure access to company systems.

• Previous experience in a customer service or technical support capacity is preferred.

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

• Strong verbal and written communication skills are essential.

• Ability to multitask and solve problems in a fast-paced environment is necessary.

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

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

• Candidates must complete a Speedtest by Ookla and submit a screenshot of their upload and download speeds.

• CompTIA A+ certification is preferred but not mandatory.

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

• Familiarity with medical terminology is preferred but not mandatory.

🏝️ Benefits

• Continuous training opportunities.

• Support provided for pursuing certifications.

• Opportunities for career development.

• Employer-covered technical certifications.

• Flexibility for remote work.

• An inclusive culture that welcomes applicants of all ages and backgrounds.

• Direct access to leadership, including the CEO.

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