Tier 1 IT Support Technician - Bilingual

Superlanet is seeking bilingual Tier 1 IT SupportTechnicians to join our healthcare support desk team. This role provides remotetechnical support to healthcare organizations, helping users resolve technologyissues and keeping support tickets moving from intake through resolution orescalation.

The ideal candidate has hands-on experience in a help desk,service desk, technical support, or similar role assisting employees withtechnology. Candidates must communicate effectively in English and Spanish,work onsite in San Diego as scheduled, and travel to Pennsylvania for two-weekEpic go-live assignments.

Responsibilities

• Provide first-level technical support in Englishand Spanish through support tickets, phone, and other approved channels.
  
• Troubleshoot common hardware, software, login,connectivity, and peripheral issues using documented procedures and approvedremote support tools.
  
• Create, categorize, prioritize, and updatetickets with clear issue descriptions, troubleshooting steps, and resolutiondetails.
  
• Escalate unresolved or urgent issues to theappropriate technical team and communicate progress to users.
  
• Follow service targets, maintain accurate shifthandoffs, and contribute to support documentation.
  
• Provide onsite technical assistance during Epicgo-live projects in Pennsylvania, coordinating issues with designated projectand application teams.
  
• Follow client privacy, security, and accessprocedures when supporting healthcare users and systems.
  

Qualifications

• Ability to speak and understand English andSpanish and explain technical steps clearly to users in both languages.
  
• Prior experience in a help desk, support desk,technician, or comparable role helping an organization with technology.
  
• Practical troubleshooting skills, clear ticketdocumentation, and a patient, customer-focused approach.
  
• Ability to work eight-hour shifts beginning at afixed 4:00 a.m. PST year-round and meet the required onsite and travelcommitments.
  

Preferred Experience

• Extensive ticketing experience, includingmanaging queues, tracking follow-ups, and documenting resolutions.
  
• Experience with the Tikit ticketing system is aplus.
  
• Experience supporting healthcare organizations or participating in Epicgo-live support
  
  

Benefits