Technical Support Specialist, Tier I

About the Role

• This is an entry-level position.
• The role involves providing support via phone, chat, and email.
• This is a non-exempt position with a standard five-day work week.

Key Responsibilities

• Take and log calls.
• Provide first-line support and assistance over the telephone to diagnose computer/software issues.
• Resolve issues or refer to Tier 2 support engineers.
• Perform occasional hardware repair.
• Install, configure, and maintain computer workstation hardware, software, and peripheral equipment.
• Interact professionally with AASC physicians/nurse practitioners and staff.
• Respond to support desk requests and resolve issues as first contact or escalate internally.
• Provide documentation of processes and solutions.
• Update the support ticketing system.
• Collaborate with computer users to provide technical support and resolve software and hardware problems.
• Perform other assigned tasks.

Requirements & Tech Stack

• Some experience with or familiarity with computers.
• Ability to learn new skills independently to solve problems.
• Must have scheduling flexibility for after-hours and weekend tasks/projects.
• Skill in explaining technical concepts.
• Ability to communicate effectively verbally and in writing.
• Ability to work effectively in a team and independently; be self-motivated.
• Work with other team members to ensure continuity and communication.
• Excellent organizational, documentation, and communication skills with attention to detail and follow-up.
• Ability to work effectively under deadline pressures and in environments with minimal supervision.
• Ability to effectively determine cause, effect, and solutions for hardware and/or software problems in a timely manner.
• Ability to react to change productively and timely.

Qualifications

• 2 years of college minimum, preferred.
• Friendly and easy communicator.
• Able to work individually unsupervised, or as part of a team.
• Good time management.
• Good listener.
• Capable of following instructions.

Physical Requirements

• Requires standing, walking, sitting, and kneeling for possibly extended periods.
• Occasional lifting of items weighing approximately 30 to 50 pounds.
• Vision and hearing must be correctable to normal range.
• Must have manual dexterity and hand-eye coordination sufficient for moderate PC and IT network maintenance.