Tier 1 Help Desk Support Specialist

This is a fully remote position, open to applicants in Arizona, +4 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 issues to Tier 2.

• Assist multiple clients concurrently.

• Clearly and accurately identify and document customer issues.

• Forward unresolved tickets to the appropriate internal teams.

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

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

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

• Provide offline support as necessary.

• Perform additional duties as assigned to aid team and business objectives.

⛳️ Requirements

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

• Must reside in New Mexico, Arizona, Oklahoma, or Texas; the posting also mentions remote flexibility in NM, TX, AZ, or CO.

• Availability to work weekends and select weekdays is required.

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

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

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

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

• Strong verbal and written communication skills are essential.

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

• Openness to feedback and a desire to learn are essential attributes.

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

• Preferred but not mandatory: CompTIA A+ certification.

• Preferred but not mandatory: experience with Electronic Health Record (EHR) systems.

• Preferred but not mandatory: familiarity with medical terminology.

• Must complete a Speedtest by Ookla and submit a screenshot of upload/download speeds.

• PC must be connected to the router via an Ethernet connection.

🏝️ Benefits

• Ongoing training opportunities.

• Support for obtaining certifications.

• Company-covered costs for technical certifications.

• Opportunities for career development.

• Remote work from home flexibility.

• Access to leadership, including the CEO.

• A supportive, transparent, communicative, and collaborative work environment.

• Equal opportunity employment.