Technical Support Specialist - Tier I

The Technical Support Specialist, Tier I position is an entry-level role within a dynamic team of motivated, talented individuals. The specialist provides phone, chat, and e‑mail support to ensure timely resolution of staff computer and software issues. This is a non‑exempt position with a standard five‑day work week.

The Technical Support Specialist, Tier I is responsible for providing first‑line support and assistance over the telephone to accurately diagnose the cause of staff’s computer/software issues, fixing problems when possible, and referring more complex issues to Tier II support engineers. Occasional work includes hardware repair, installation, configuration, and maintenance of computer workstation hardware, software, and peripheral equipment.

• Take and log calls, chat, and e‑mail tickets.
• Provide first‑line support and assistance over the telephone to accurately diagnose the cause of staff’s computer/software issues.
• Fix issues when possible or refer to Tier II support engineers.
• Perform occasional hardware repair.
• Install, configure, and maintain computer workstation hardware, software, and peripheral equipment.
• Interact professionally with physicians, nurse practitioners, and staff.
• Respond to support desk requests and resolve issues as the first contact or escalating internally.
• Provide documentation of processes and solutions to enable team collaboration.
• Update the support ticketing system.
• Collaborate with computer users to provide technical support and assist in the resolution of software and hardware problems.
• Perform other tasks or assume other responsibilities as assigned by the immediate supervisor or higher.

• Some experience with or familiarity with computers.
• Ability to learn new skills independently and effectively solve problems.
• Scheduling flexibility for after‑hours and weekend tasks/projects.
• Skill in explaining technical concepts.
• Strong verbal and written communication skills.
• Ability to work independently and in a team; self‑motivated.
• Excellent organizational, documentation, and communications skills with attention to detail and follow‑up.
• Ability to work effectively under deadline pressures and in environments with minimal supervision.
• Ability to determine cause, effect, and solutions, in a timely manner, to various hardware and/or software problems.
• Ability to react to change in a productive, timely manner.

• 2 years of college education minimum; preferred.
• Friendly and easy communicator.
• Capable of working independently or as part of a team.
• Good time‑keeper.
• Good listener.
• Capable of following instructions.

Physical demands are moderate. Requires standing, walking, sitting, and kneeling for possibly extended periods of time. 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 to provide moderate level of PC and IT network maintenance.