IT Tier 1 Support Specialist - Part Time

Description

At Sparkhound, we are dedicated to delivering exceptional IT support services to our healthcare clients. We pride ourselves on our commitment to excellent customer service and technical expertise. We are looking for a dedicated IT Tier 1 Support Specialist to join our dynamic team and help us maintain high standards of support. 

This is a part-time position working approximately 29 hours/week with shifts varying Sunday-Saturday between 6 am-6 pm.

About the Role:

As an IT Tier 1 Support Specialist, you will be the first line of support for our healthcare clients, handling a variety of technical issues and inquiries. Your role will involve answering a high volume of support calls, resolving common technical issues, and ensuring that clients receive timely and effective assistance. You will be responsible for performing tasks such as Active Directory password resets, account unlocks, Citrix and PC troubleshooting, MFA 2-factor (DUO) support, and triaging incident tickets to the internal client team.

What you will do:

• Handle up to 30-40 support calls per day, providing prompt and professional assistance to clients.
• Perform password resets and account unlocks for users in Active Directory.
• Diagnose and resolve issues related to Citrix environments and desktop PCs, including hardware and software problems remotely.
• Assist clients with Multi-Factor Authentication (DUO), including troubleshooting and setup issues.
• Triage and escalate incident tickets to the internal team as needed, ensuring that critical issues are addressed promptly.
• Follow knowledge base articles and standard operating procedures to resolve issues effectively and maintain consistency in support.
• Provide exceptional customer service, ensuring that clients feel valued and supported throughout their interactions.
• Accurately document support interactions, troubleshooting steps, and resolutions in the ticketing system.

Requirements

•  0-1 years Service Desk or Contact Center experience
• Basic computer knowledge and web browser usage
• Typing, 60 WPM 
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users clearly and effectively.
• Strong commitment to delivering outstanding customer service and maintaining a positive client experience.
• Ability to troubleshoot and resolve technical issues efficiently using available resources and knowledge base articles.
• Ability to work collaboratively with internal and external teams and escalate issues as necessary.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties may be added, removed, or modified at any time. 

All Sparkhound employees are expected to handle client and company data with care, follow our information security policies, complete required security training, and report any suspected incidents or policy violations promptly. Employees are also responsible for maintaining accurate documentation and following change management procedures when working in client environments.