IT Support I – First Level Technical Support

About the role

We are looking for an enthusiastic IT Support I to provide first‑level technical assistance to our end‑users. You will handle incoming calls, emails and chat requests, create and track tickets, and ensure smooth operation of users' technology tools.

Key responsibilities

• Answer inbound support requests via phone, email or chat, including after‑hours coverage.
• Log and track all incidents in the help‑desk ticketing system with accurate details.
• Install, update and configure software applications and hardware peripherals.
• Troubleshoot network connectivity issues, VPN access, Wi‑Fi problems and basic network queries.
• Educate users on self‑help procedures and best practices.
• Escalate complex or unresolved tickets to specialized support teams.
• Maintain IT documentation, knowledge‑base articles and standard operating procedures.
• Collaborate with the support team to identify recurring issues and suggest improvements.

Required profile

• High school diploma or equivalent; IT certification or degree is a plus.
• Proven experience in a customer‑facing technical support role or relevant internship.
• Strong communication skills with a patient, empathetic approach.
• Ability to work independently and as part of a fast‑paced team.
• Commitment to confidentiality and data security.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office suite
• Google Workspace
• VPN configuration and troubleshooting
• Wi‑Fi networking basics
• Hardware peripherals, printers and mobile devices
• CompTIA A+ (or similar) certification preferred

What we offer

• Competitive hourly pay ranging from $18 to $25
• Opportunity to grow within a rapidly expanding healthcare organization
• Supportive team environment focused on continuous improvement