Technical Support Specialist

Location: The Bronx, New York | Job type: Contract | Work hours: 8am to 5pm

About the role

The On-Site Technical Support Specialist provides hands-on technical assistance to participants during scheduled site visits. This role is responsible for onboarding, configuring, and troubleshooting mobile devices and wearable technology while delivering exceptional customer service. The ideal candidate ensures seamless device functionality, accurate data synchronization, and strict compliance with data privacy, security, and protocol standards.

Responsibilities

• Provide direct, on-site technical guidance and clear instructions to participants during scheduled visits.
• Assist participants with porting mobile phones to the designated platform; configure and pair Apple Watch devices with participant mobile phones.
• Ensure proper installation of required applications, system settings, and mobile device configurations.
• Validate device connectivity, data synchronization, and overall hardware/software functionality.
• Diagnose and resolve basic technical issues related to mobile devices, wearables, and associated applications.
• Accurately document setup completion and any technical issues encountered while adhering strictly to data privacy, security, and organizational protocols.

Requirements

• 0 to 2 years of related experience providing the knowledge, skills, and abilities to perform the job, or an equivalent combination of education, training, and experience.
• Previous experience supporting clinical research, healthcare technology environments, or mobile device management (MDM) systems is strongly preferred.
• Demonstrated experience in participant-facing, end-user support, or customer service roles.
• Strong troubleshooting skills for mobile phones (iOS/Android platforms) and smartwatches.
• Excellent verbal communication skills with the ability to explain technical concepts to non-technical end users clearly.
• High attention to detail, strong organizational skills, and the ability to multitask effectively in a fast-paced environment.
• Analytical thinking and systematic problem-solving capabilities.
• High School education.

Skills

• iOS
• Apple Watch
• Data synchronization
• Ability to multitask
• Analytical thinking
• Attention to detail
• Excellent verbal communication skills
• Strong organizational skills
• Strong troubleshooting skills
• Problem-solving capabilities
• Clinical research
• Customer service
• Data privacy
• Diagnose
• Onboarding
• Exceptional customer service
• Healthcare
• Mobile devices
• Mobile device management (MDM)
• Security
• Ability to explain technical concepts
• Technical assistance
• User support

Pay

$30 - 33 per hour

Benefits

• Medical, prescription, dental, and vision insurance
• AD&D and life insurance
• Short-term disability
• 401K plan (all benefits are based on eligibility)