Tier 1 Help Desk Support

Job Description

A local healthcare client of ours is looking for Remote Overnight Help Desk Support to join their growing company! This role is an essential part of the IT HR Technology team and will provide support for incoming technical requests while assisting with provisioning tasks during downtime. We are seeking motivated individuals who can work independently and provide excellent customer service.

Key Responsibilities

• Answer and resolve incoming technical support calls with professionalism and efficiency
• Provide strong customer service while troubleshooting issues through ticketing systems (any prior experience with ticketing systems is helpful)
• Handle escalation points as necessary
• Utilize downtime to perform provisioning tasks—prior provisioning experience is a plus but not required
• Maintain clear communication with the team and document interactions appropriately
• Adapt to overnight work schedules and demonstrate reliability in unsupervised remote work environments

Candidate is required to work all days and time listed for each shift. There will be a training period ranging from 1-2 months where all candidates will work 8-5 EST, before transitioning into designated shift. The ideal candidate would have availability between the hours of 8 AM- 11 PM EST M-F, and will likely end up in the 11:30 AM-8 PM EST shift.

Compensation

$16-$20 per hour

Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.

Skills and Requirements

Qualifications

• Experience working with ticketing systems. At least 1 year in a fully remote environment
• Personable, connectable, and strong phone presence
• Familiarity with any ticketing system (Ezvista experience is rare but helpful)
• Strong customer service skills and ability to work independently
  
  Prior experience working overnight shifts is beneficial
  
  Provisioning Experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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