Technical Support Specialist

Primary Responsibilities

• Accurately document issues and resolutions in ticketing systems and assist in root cause analysis to prevent recurrence.
• Provide training or knowledge-sharing sessions for end-users on common issues, software use, or new technologies.
• Participate in or lead small IT projects such as system upgrades, application rollouts, or infrastructure changes.
• Ensure all work complies with organizational security policies, data protection standards, and healthcare regulations (e.g., HIPAA).
• Maintain IT inventory, ensuring appropriate stock levels of spare hardware and replacement parts.
• Work closely with third-party vendors for advanced troubleshooting, warranty claims, or specialized support services.
• Perform regular checks and maintenance on systems and devices to ensure optimal performance and prevent failures.
• Ensure adherence to Service Level Agreements (SLAs) for response and resolution times, prioritizing tasks accordingly.
• Act as a liaison between on-site teams and higher-tier IT teams to escalate and resolve complex issues effectively.
• Provide customer service support to both internal users, external customers, and vendors on ProHealth Care's Network.
• Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization.
• Maintains detailed and accurate records in workload management, asset management, and administrative applications.
• Provides tier I and II support in all areas of the organizational service portfolio.
• Provides excellent customer service to all levels of employees including customers, peers, and leadership.
• Accurately follows documentation and checklists to ensure efficiency and consistency.
• Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department.
• Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means.
• Leverages enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement.

Requirements

• Associate degree OR 4+ years of technical support experience
• 2+ years of experience with the deployment, repair and maintenance of computer hardware such as workstations, laptops, IP phones, smartphones, tablets, printers, copiers, and scanners
• 1+ years of experience with the deployment, repair and maintenance of software such as the Microsoft Office Suite and Windows operating systems

Preferred

• Familiarity with general networking and customer/server concepts

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution

Pay and Schedule

The salary for this role will range from $24 to $43 annually based on full-time employment. We comply with all minimum wage laws as applicable.