Tech Support Specialist 1

Overview

The Technical Support Specialist 1 works both independently and collaboratively with other members of the IT Infrastructure team to solve problems and provide excellent customer service.  The Clinic Support Specialist 1 is expected to process equipment received at our IT Warehouse, perform some administrative duties, triage incidents, and work and resolve routine incidents.  Follow-through to resolution and accurate recording of information and data are a fundamental part of the job responsibility.

Responsibilities

• Stage IT equipment for projects
• Receive incoming IT equipment, test as needed, and update equipment status in asset management system
• Coordinate with IT warehouse management and our projects team concerning any inbound, storage, disposal, and redeployment of equipment from active projects

• Collaborate with other members of the IT Infrastructure team to move, deploy, and catalog stored equipment from previous projects
• Ship and receive IT equipment

• Must be able to lift up to 50lbs

• Work with management to have Emergency issues handled in a timely manner, identifying area wide issues

• Triage requests coming via phone calls, e-mails, and self-service tickets
•  
• Escalate complex issues to the next level of support.
• Follow-up and update customer status and information.
• Triage each service request as well as which team should be assigned to the proble

• Enter and update all service requests into ITSM ticket system  

• Follow up on various stages of a ticket including but not limited to:
  • shipment tracking, approval, vendor follow up, etc.

• Administrate user accounts

• Basic troubleshooting skills

• Any other task that may be added by management.

This role is a temporary position, expected to last till 8/21/26 with the possibility of a permanent position at the conclusion of the project.

Qualifications

• Minimum of a HS Diploma or GED Equivalent

• Bachelor’s degree preferred

• Must have experience with Microsoft Office

• 1-3 years of experience in a customer service environment

• 1-3 years of experience in a high-volume environment is preferred.

• Must be available to work (PST) M-F: 5am-8pm + Sat: 6:00am-4:30pm
  • Current shift is (PST) M-F: 8am-5pm

• Excellent phone communication and problem-solving skills.  

• Willing to get certified in relevant disciplines for this role