apree health brings together a best-in-class engagement platform with an advanced primary care model to provide a vastly better health and care experience, improve outcomes, and significantly lower the total cost of care for a population.
The Technical Support Specialist is responsible for providing frontline IT support to end-users by diagnosing, troubleshooting, and resolving hardware, software, and network issues. This role ensures smooth IT operations by assisting employees with technical concerns, maintaining IT systems, and escalating complex issues to higher-level support teams.
The Technical Support Specialist works closely with IT service desk, network, and systems teams to provide exceptional customer service and maintain system uptime. This position requires strong problem-solving, communication, and technical skills to support end-users in a fast-paced enterprise environment.
Responsibilities
Provide comprehensive first and second level technical support for hardware, software, and network- related issues to ensure optimal performance and user satisfaction.
Diagnose and resolve issues related to PCs, laptops, printers, mobile devices, and other peripherals, ensuring minimal downtime for users.
Assist with the installation, update, and security patching of Windows and Mac operating systems, maintaining system integrity and security.
Manage user account setup, password resets, and access control in Active Directory to facilitate secure and efficient user access.
Identify and troubleshoot network connectivity issues, including Wi-Fi, VPN, and LAN/WAN connections, to ensure reliable access for all users.
Assist with Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint, enhancing productivity and collaboration among employees.
Oversee the installation, updates, and licensing management of software applications, ensuring compliance and availability of necessary tools.
Accurately document technical issues, troubleshooting steps, and solutions within the IT ticketing system to maintain clear records and improve future support.
Work closely with the Service Desk and IT support teams to escalate and resolve critical issues swiftly and effectively.
Deliver technical training and resources to end-users, fostering self-service capabilities and enhancing overall user experience.
Assist in tracking hardware inventory and managing equipment assignments to ensure effective resource utilization and planning.
Contribute to IT initiatives, including system upgrades, rollouts, and migrations, to facilitate seamless transitions and improvements.
Ensure adherence to IT security policies, HIPAA regulations, and company standards to protect sensitive information and maintain operational integrity.
Stay informed about emerging technologies and best practices in IT support to provide cutting-edge solutions and maintain a high standard of service.
Demonstrate excellent guest service to internal team members and patients.
Perform other related duties as assigned.
Qualifications
Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience).
2+ years of experience in IT support, help desk, or technical support roles.
Certifications preferred: CompTIA A+, ITIL Foundation, Microsoft Certified – Modern Desktop Administrator.
Strong knowledge of Windows and macOS operating systems.
Experience with Active Directory (AD), Group Policy, and user management.
Familiarity with ticketing systems (ServiceNow, Zendesk, or similar).
Basic networking knowledge (IP addressing, DNS, DHCP, VPN troubleshooting).
Experience supporting Microsoft 365 applications and troubleshooting common issues.
Strong troubleshooting and problem-solving skills with a customer-first mindset.
Ability to work independently in a fast-paced, cross-functional environment.
Physical Demands
Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The worker must have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Ability to lift to 15 lbs. independently not to exceed 50 lbs. without help.
Equal Employment Opportunity
CareMore is committed to equal employment opportunities. We will not discriminate against employees or applicants for employment in employment opportunities or practices based on race, color, sex (including pregnancy), genetic information, sexual orientation, religion, physical or mental disability, age, military or veteran status, marital status, familial status, national origin, or any other legally protected class.
Equal opportunity applies to all areas of the employment relationship, including hiring, promotions, training, terminations, working conditions, pay, and other terms and conditions of employment.
CareMore Health is committed to the full inclusion of all qualified individuals. In keeping with our commitment, CareMore will take steps to ensure that people with disabilities are provided reasonable accommodation. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, contact [email protected]
Compensation: $63,700K – $69,000K annual salary
