Support Specialist

Support Specialist I (Maintenance)

The Support Specialist I provides frontline technical support to CARTI team members across all clinics and administrative locations. This role delivers high‑quality Tier 1 support for CARTI and vendor applications, workstations, mobile devices, and peripheral equipment. The Support Specialist I builds strong relationships with clinical and non‑clinical staff, ensuring issues are resolved quickly and effectively to support exceptional patient care and a reliable technology environment.

This position requires a customer‑service mindset, excellent customer service skills, and the ability to troubleshoot issues in a fast‑paced healthcare environment. The Support Specialist I collaborates closely with the Helpdesk Manager, other IT personnel, and external vendors as needed.

• Provides Tier 1 technical support for CARTI applications, workstations, printers, peripherals, and mobile devices.
• Troubleshoots and resolves hardware and software issues using established Helpdesk procedures and best practices.
• Prioritizes and responds to Helpdesk tickets in accordance with CARTI service levels and escalation protocols.
• Supports clinical and non‑clinical staff on workflows related to CARTI's technology systems.
• Documents troubleshooting steps, resolutions, and knowledge articles.
• Escalates complex problems to Tier 2, Tier 3, or system administrators as appropriate.
• Assists with equipment deployments, workstation replacements, and new clinic buildouts.
• Helps monitor performance alerts, outages, and Helpdesk notifications; participates in issue resolution as directed.
• Supports inventory management, including receiving, tracking, and preparing equipment for deployment.
• Travels to CARTI clinics as needed to provide on‑site support.
• Ensures all Helpdesk operations comply with CARTI policies, security standards, and regulatory requirements such as HIPAA.
• Promotes a positive customer service culture aligned with CARTI's mission.
• Meets professional development expectations and participates in training programs established by IT leadership.
• Performs other duties as required to support organizational and departmental objectives.

No supervisory responsibility.

• High School Diploma or GED required.
• Associate's or Bachelor's degree in an IT‑related field preferred.
• Foundational IT certifications (e.g., CompTIA Network+, CompTIA Server+, Microsoft, VMware, or Cisco associate‑level certifications) preferred; willingness to pursue certification required.
• Valid driver's license.

• At least 1-3 years of experience in IT systems administration, infrastructure support, or related technical roles; healthcare experience preferred.
• Working knowledge of networking concepts (e.g., DNS, DHCP, TCP/IP, OSI model).
• Familiarity with Active Directory, Microsoft 365, endpoint management, and common clinical workflow technologies preferred.
• Strong analytical, troubleshooting, and problem‑solving skills.
• Excellent verbal and written communication abilities.
• Strong customer‑service orientation with the ability to build positive relationships with clinical and non‑clinical teams.
• Ability to remain organized with strong attention to detail.

• Ability to solve practical problems where limited standardization exists.
• Ability to interpret written and verbal instructions.
• Ability to read, write, and comprehend instructions at a college level.
• Ability to work under pressure and manage multiple tasks simultaneously.li>
• Ability to evaluate and resolve technical problems using audible and visual indicators.

• Must interact and communicate both verbally and in written form.
• Must interact and exchange information regarding patients with physicians and other departmental personnel, and outside agencies frequently, while respecting the confidentiality of patient information.
• Ability to work individually and in a team setting as required.
• Ability to resolve issues/complaints, maintain confidentiality, and make satisfactory decisions independently.
• Ability to interact effectively with physicians and other medical personnel.

Prolonged periods sitting at a desk and working on a computer. Must be able to lift up to 15 pounds at times.

The work environment described reflects the typical conditions an employee may experience while performing the essential functions of this role. This position involves potential exposure to infectious diseases. Team members are offered appropriate vaccinations and safety training.

This position is a Safety Sensitive Position. The essential functions, physical demands, and mental competencies of this job require the employee to maintain the ability to work in a constant state of alertness safely.