IT Support Desk/Customer Service Technician Tier I

About the role

DigitalOptometrics, a growing company in the telehealth field, seeks a Support Desk/Customer Service Technician - Tier I to join our Lake Success, New York office. This is a fully onsite position in which you will be working a mixed role providing both technical and customer support to our clients and remote employees across North America. We aren't just looking for someone with exceptional technical background, but someone with great interpersonal communication skills as well. The ideal candidate is a dynamic team-oriented individual who is capable of performing technical troubleshooting while providing excellent customer service to our customers. With Tele-optometry being new to the healthcare industry we are looking for individuals who are willing to grow our IT/customer service department and help our customers experience a new way of doing eye exams.

Responsibilities

• Provide both technical and customer support to clients and remote employees across North America.
• Perform technical troubleshooting while delivering excellent customer service.
• Help grow the IT/customer service department.
• Assist customers in experiencing a new way of doing eye exams through tele‑optometry.

Requirements

• Working knowledge of Windows desktop operating systems.
• Experience with, or strong aptitude to learn, IT ticketing/PSA systems (ConnectWise Manage preferred; Autotask, Jira, or ServiceNow experience welcome).
• Familiarity with remote support and RMM platforms (e.g., ConnectWise Automate/ScreenConnect, N‑able, NinjaOne, Datto, or similar).
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi‑Fi troubleshooting).
• Exposure to Microsoft 365 and/or Google Workspace administration (mailbox, license, and group management).
• Basic hardware troubleshooting for desktops, laptops, peripherals, and audio/video/conferencing equipment.
• Technical background with the ability to explain technical concepts to a non‑technical audience.

Qualifications

• Professionalism with all interactions internal and external.
• Dependable with good attendance.
• Ability to prioritize, escalate, and handle issues as efficiently as possible.

Benefits

• Medical, dental, vision insurance.
• 401(k) plan.
• Paid time off (PTO).