Support Specialist

WeCare Medical Specialty Group is a leading healthcare organization dedicated to providing exceptional patient care and fostering a supportive and efficient work environment for our staff. We rely on robust and reliable IT infrastructure to support our clinical and administrative operations. We are committed to providing timely and effective technical support to our remote and on-site teams.

Position Summary

We are seeking a highly motivated and customer-focused Remote Support Specialist to join our IT team. In this role, you will be responsible for providing technical assistance and support to our employees across various locations, primarily in a remote capacity. You will troubleshoot hardware, software, and network issues, ensuring minimal disruption to our daily operations. The ideal candidate will possess strong technical skills, excellent communication abilities, and a passion for providing outstanding customer service. This is a fully remote position requiring a self-starter with excellent organizational and problem-solving skills.

Responsibilities

Remote Technical Support: Provide first and second-level technical support to end-users via phone, email, and remote desktop tools for hardware, software, and network-related issues.

Troubleshooting and Diagnosis: Diagnose and resolve a wide range of technical problems, including operating system issues, application errors, network connectivity problems, printer malfunctions, and account management.

Ticket Management: Accurately log, track, and update support requests in our ticketing system, ensuring timely resolution and appropriate escalation when necessary.

Knowledge Base Contribution: Contribute to and utilize the IT knowledge base by documenting common issues, solutions, and troubleshooting steps.

User Account Management: Assist with user account creation, password resets, and access management according to established policies.

Software and Hardware Support: Provide support for standard desktop applications, productivity suites (e.g., Microsoft Office 365, Google Workspace), and company-specific software. Assist with basic hardware troubleshooting for laptops, desktops, and peripherals.

Network Support: Assist users with basic network connectivity issues, VPN access, and troubleshooting remote access.

Security Awareness: Follow established security protocols and guidelines, and educate users on basic security best practices.

Collaboration: Work effectively with other members of the IT team and escalate complex issues to senior IT staff as needed.

Customer Service: Maintain a professional, empathetic, and customer-focused approach in all interactions, ensuring user satisfaction.

Remote Work Best Practices: Adhere to best practices for remote work, including maintaining a secure and productive home office environment.

Flexibility: Be adaptable to changing priorities and willing to learn new technologies and procedures.

Occasional On-Site Support (Potentially): While primarily remote, there may be occasional requirements for on-site support at our various locations within [Specify general region if applicable, e.g., the local metropolitan area], with advance notice.

Qualifications

Work Permit/Citizenship: Must be a United States citizen or possess a valid work permit allowing employment in the United States.

Education: Associate's degree in Information Technology, Computer Science, or a related field; or equivalent work experience. Bachelor's degree preferred.

Experience: Minimum of 2-3 years of experience in a technical support role, preferably in a remote support capacity. Experience in the healthcare industry is a plus.

Technical Skills

Strong knowledge of Windows and macOS operating systems.

Proficiency in troubleshooting common hardware and software issues.

Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN).

Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop Connection, AnyDesk).

Experience with ticketing systems (e.g., Jira Service Management, ServiceNow, Zendesk).

Basic understanding of Active Directory or other directory services for user account management.

Familiarity with Microsoft Office 365 or Google Workspace administration and support.

Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to non-technical users.

Customer Service Skills: Proven ability to provide exceptional customer service with patience, empathy, and a positive attitude.

Problem-Solving Skills: Strong analytical and problem-solving skills with the ability to diagnose and resolve technical issues effectively.

Organizational Skills: Excellent organizational and time management skills with the ability to prioritize tasks and manage multiple support requests in a remote environment.

Self-Motivation: Ability to work independently, take initiative, and manage time effectively in a remote setting.

Adaptability: Willingness to learn new technologies and adapt to changing IT environments.

Professionalism: Maintain a professional demeanor and appearance during remote interactions (e.g., video calls).

Reliable Home Office Setup: Must have a dedicated and quiet home office environment with a reliable high-speed internet connection.

WeCare Medical Specialty Group offers a competitive salary and a comprehensive benefits package, including:

Health, dental, and vision insurance

Paid time off (PTO) and holidays

Retirement plan with company match

Opportunities for professional development and growth

Flexible remote work environment

Equal Opportunity Employer

WeCare Medical Specialty Group is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All qualified applicants are encouraged to apply.

WeCare Medical Specialty Group is a leading healthcare organization dedicated to providing exceptional patient care and fostering a supportive and efficient work environment for our staff. We rely on robust and reliable IT infrastructure to support our clinical and administrative operations.