Overview:

We are seeking motivated IT Service Desk Professionals to join our remote support team. In this role, you will provide first‑line technical support to teammates, partners, and customers, ensuring minimal downtime and maximum service excellence.

Key Responsibilities

• Incident Resolution: Diagnose and resolve IT support issues at first contact using probing questions, IT tools, and problem‑solving skills.
• Customer Support: Provide assistance via phone, chat, and ticketing systems, ensuring superior customer service and issue ownership.
• Documentation: Log troubleshooting steps and solutions in the knowledgebase; communicate trends and undocumented issues to leadership.
• Escalation: Escalate incidents to next‑level support teams when necessary.
• Collaboration: Work with project teams to gather product and process knowledge; support clinical and desktop applications.
• On‑Call Coverage: Participate in rotating on‑call and Saturday coverage schedules.

Required Qualifications

• Associate’s degree in Computer Science, Information Systems, or related field (or equivalent experience/certifications).
• Minimum 6 months of related IT support experience.
• Demonstrated ability to troubleshoot healthcare/clinical applications.
• Knowledge of computer, printer, and network troubleshooting.
• Proficiency with Microsoft products.
• Strong customer service skills and phone etiquette.
• Excellent documentation and communication skills.
• Ability to work evenings, weekends, and holidays as scheduled.
• Ability to travel up to 5%.
• Private, dedicated home office space with wired internet connection.

Preferred Qualifications

• Experience supporting clinical applications in healthcare environments.
• Familiarity with ITIL practices and service desk operations.
• Strong analytical and problem‑solving skills.

Medical, dental, and vision insurance are available to qualified candidates who meet eligibility requirements.

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