Technical Support Specialist (Service desk)

Essential Duties and Responsibilities

• Take ownership of inbound technology issues and service requests, working them through resolution or ensuring a clear and effective transfer of ownership is achieved when escalation is required.
• Diagnose and troubleshoot issues with urgency, recognizing that reliable technology directly supports clinical operations and patient care.
• Fulfill approved service requests accurately and within established procedures and service-level expectations.
• Prioritize work based on business impact, urgency, patient-care impact, and the needs of affected customers.
• Provide a responsive, respectful, and service-focused customer experience, demonstrating empathy and a commitment to helping customers remain productive.
• Communicate clearly and proactively with customers and stakeholders regarding status, expectations, workarounds, next steps, and resolution.
• Maintain complete and accurate documentation of troubleshooting, communications, resolutions, asset information, and escalation activity in the ITSM platform and other approved systems.
• Collaborate with infrastructure, applications, networking, security, clinical technology, vendors, and other support teams to restore service and address customer needs.
• Protect ECP, employee, and patient information by following identity-verification, access-control, privacy, security, and data-handling requirements.
• Use and improve knowledge articles, troubleshooting guides, and standard operating procedures to support consistent and efficient service delivery.
• Participate in assigned training, coursework, certification activities, and technical validations to strengthen individual and team capability.

Qualifications

• Foundational understanding of computer hardware, operating systems, software, networking, and troubleshooting.
• Ability to communicate technical information clearly to nontechnical customers.
• Demonstrated customer-service, organization, documentation, and problem-solving skills.
• Ability to complete the ECP Technical/Service Level I coursework, certifications, competency requirements, and technical validations established by ECP.
• Previous technical support experience, particularly in a medical environment, technical education, or a foundational industry certification is preferred but not required.
• Valid driver’s license and ability to travel will be required for Field Services assignments.

Systems and Technology

• Proficient in Office 365, ServiceNow, A+ certification preferred.

Physical Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand, walk, sit, reach with arms and hands, talk and hear. The individual must occasionally lift and/or move up to 50+ pounds.
• Specific vision abilities required for this job include close vision, distance vision and ability to adjust focus.

Location

This position is located in St Louis, Missouri and offers a hybrid work schedule.

Equal Opportunity Employer

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.