L1 IT Support Specialist

Job description

Position Summary This role focuses on resolving technical issues, assisting users with software functionality, and providing a positive support experience through clear communication and efficient troubleshooting. The ideal candidate has a strong background in Microsoft Windows environments, enjoys problem-solving, and thrives in a fast-paced, collaborative setting. Job Details Work Setup: Work from home Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific Time Holidays: Follows U.S. (PST) holidays Responsibilities • Serve as the first point of contact for inbound support calls from existing customers • Assist users with software features, system navigation, and general application use • Document all interactions and technical details accurately in the CRM • Participate in daily ticket review meetings to track progress and ensure timely resolution • Follow up with clients on closed or pending tickets to confirm completion and satisfaction • Collaborate with internal team members to escalate technical issues when necessary • Adhere to company procedures, service standards, and support best practices • Contribute to a positive, high-energy, and fast-paced team environment Qualifications • Two (2) years of recent experience in phone-based technical support • Two (2) years of recent Windows IT support experience • Strong knowledge of Windows 10 & 11 operating systems and related devices • Excellent English communication skills, both verbal and written • Strong people skills with the ability to listen actively and communicate clearly • Ability to follow instructions, adapt quickly, and learn new tools and processes • High school graduate or equivalent Nice to Have • Experience working in the healthcare industry or supporting healthcare-related software • Solid understanding of common healthcare and clinical terminology • Prior experience with billing systems and Electronic Health Records (EHR) platforms • Proven ability to perform well in fast-paced, high-volume support environments