Position Summary:

We are seeking a highly motivated Technical Support Specialist to join our dynamic help desk team. The ideal candidate will exhibit a strong passion for technology, a proactive attitude, and exceptional problem-solving skills. This role requires delivering top-tier technical support, troubleshooting complex issues, and ensuring seamless IT operations. If you are driven, customer-oriented, and eager to learn, we want you on our team.

Must be aware of and comply with all aspects of the RxSense Information Security Program and the policies contained therein. Must always understand the importance of maintaining Information Security.

Responsibilities:

• Provide prompt first-level, high-quality technical support to end-users remotely or in person.
• Evaluate and prioritize incoming help desk tickets for assistance.
• Escalate complex issues to higher-level support as necessary.
• Order, configure, ship, migrate, and support Windows/macOS operating systems, hardware such as desktops, laptops, printers, scanners, and mobile devices.
• Troubleshoot A/V technical issues: Diagnose and resolve problems with audio-visual equipment, including televisions, microphones, video conferencing systems, and digital video wall displays, ensuring minimal disruption to office operations.
• Support employees with A/V needs: Assist office staff with setting up and using A/V equipment for meetings and presentations, providing guidance and hands-on support to ensure a smooth and effective use of technology.
• Physically assist various office and equipment moves if needed.
• Continue to enforce Information Security policies and IT procedures; report any suspected policy violations.
• Always protect all information in any form; assist with end-user awareness and training.
• Perform hardware repairs, software upgrades, and warranty exchange.
• Maintain an accurate hardware and software inventory.
• Assist with user account management, including password and MFA resets.
• Document and maintain proven solutions, procedures, and end-user guides.
• Document all support interactions and solutions in the help desk ticketing system.
• Research and recommend innovative and automated approaches for system administration tasks.
• Develop relationships within the team and across departments to encourage cooperation, and communication.
• Develop strengths through training, coaching, project assignments, or other means as appropriate.
• Participate in ongoing training to stay current with technology trends and updates.
• Recover assets upon employment separations and validate returned items as expected.
• Identify any missing process or documentation and be able to close that gap.
• Hybrid workplace – you will be required to come into the office 3 days a week.
  
  

Desired Knowledge, Skills & Abilities:

• Ability to communicate effectively.
• Customer service orientation (e.g., patience, positive customer-friendly attitude, active listening, empathy, professionalism, etc.)
• Adapt easily to rapid changes in requests, processes, and procedures.
• Ability to multitask in a fast-paced environment.
• Attention to detail.
• Asset management experience.
• Must possess excellent organizational skills.
• Resolves problems promptly, accurately, and in such a way as to prevent future occurrence.
• Strong ability to manage multiple responsibilities and competing priorities, constantly reprioritizing based on new information or shifting deadlines.
• Maintains confidentiality and uses sound judgment when discussing technical or sensitive matters.
• Maintains regular and predictable attendance.
• Establishes and maintains effective relationships with those contacted within the line of work.
• Strong attitude and desire to learn new technologies.
• Maintain current skills and strive to acquire new technical knowledge based on current industry trends.
• Independent worker who can produce high-level results consistently with minimal supervision.

Requirements: 

• Hybrid position – 3 days in the office; must maintain a clean and presentable work environment for video calls from home or office including reliable internet.
• Travel required is less than 20%.
• CompTIA A+ is a plus.
• ITIL certification is a plus.
• Ability to troubleshoot software and hardware problems.
• Documentation and note-taking skills.
• Experience working with Windows, macOS, MS Office, Active Directory.
• Experience working with Apple related products, including MacBooks.
• Basic networking skills to include IP address management.
• Experience in the healthcare industry is a plus.
• Telephony/Unified Communications is a plus.
• Knowledge of Google Workspace, JAMF MDM, Microsoft Azure & Intune Endpoint Manager.
• Occasionally, you may need to lift and move items weighing up to 30 pounds.

Salary Range: 51,000 - 76,000