Technical Support Specialist I

The Technical Support Specialist I will work a remote schedule.

Serves as the first point of contact for customers requiring technical assistance and support services. This role handles inbound customer calls and emails, creates and manages support cases, performs basic troubleshooting, coordinates service dispatch activities, and supports proactive maintenance efforts. The position works closely with customers, Field Service personnel, and Service Business Operations to support timely issue resolution, customer satisfaction, and the delivery of technical services within the System Solutions organization.

• Serve as the first point of contact for customer technical support inquiries received by phone and email during business hours.
• Create, document, manage, and close technical support cases in accordance with established procedures and service-level expectations.
• Perform basic troubleshooting and resolution of customer device, software, and connectivity issues, escalating complex matters when appropriate.
• Perform proactive maintenance activities and identify potential issues before they affect customer operations.
• Coordinate and dispatch Field Service resources to customer sites, ensuring efficient scheduling and clear communication with stakeholders.
• Manage shared support mailboxes, respond to customer inquiries, and ensure requests are properly logged, assigned, and followed through.
• Collaborate with Service Business Operations to obtain and track purchase orders required for support services and system maintenance activities.
• Communicate timely updates to customers, Field Service personnel, and internal teams while following company policies, documentation standards, support processes, and escalation procedures and contributing to continuous service improvement and customer satisfaction.
• Performs other duties as needed and assigned.

Education:

Associate degree in Information Technology, Computer Science, Healthcare Technology, or a related field preferred. An equivalent combination of education and relevant work experience may be considered.

Related Experience:

0-2 years of experience in customer service, technical support, help desk, service desk, or a related support role. Experience in a call center or other customer-facing environment is preferred. Exposure to troubleshooting computer hardware, software, network connectivity, and technology-related issues, along with experience using ticketing, case management, or CRM systems, is preferred.

Special Competencies or Certifications:

• Ability to accurately document customer interactions, troubleshooting activities, and issue resolutions in ticketing and case management systems.
• Effective written and verbal communication skills for customers, Field Service personnel, and internal teams.
• Ability to follow established troubleshooting processes, work instructions, and knowledge base articles to resolve common technical issues.
• Ability to work under regular guidance while progressively building technical proficiency, product knowledge, and independence.
• Willingness and ability to participate in training, cross-training, and continuous learning activities.
• Basic proficiency with office productivity tools, email, spreadsheets, shared drives, ticketing systems, and remote support tools.
• Basic understanding of Windows operating systems, Microsoft 365 applications, computer hardware, software installation, system configuration, and network connectivity concepts including IP addressing, VPN, and remote access.
• Ability to gather and document technical information and clearly communicate findings to customers and internal support teams.
• CompTIA A+, ITIL Foundation, HDI Support Center Analyst, or similar industry certifications are a plus; no certification is required.

Work Environment / Conditions:

• Primarily hybrid work environment with routine use of computer systems, hardware, software, and standard office equipment.
• Standard business hours with occasional extended hours during service escalations or critical business needs.
• Ability to work in a fast-paced environment with multiple competing priorities and varying individual responsibilities.
• Limited travel may be required, generally less than 15%.
• Ability to remain seated for extended periods while working at a computer.