Technical Desk Analyst I, Tier 1

Job Description:

• Provide first-level technical support for hardware and software problems, (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.).
• Support multiple clients
• Identify and document customer issues clearly and accurately
• Escalate unresolved tickets to appropriate internal teams as needed
• Accurately assign ticket urgency and impact following ITIL best practices
• Assist clinicians—including doctors, nurses, and therapists—with EHR usability
• Deliver outstanding customer service through clear communication, patience, and empathy

Requirements:

• High School diploma or GED (or equivalent experience)
• Must have hard wired connection to router.
• Previous experience in a customer service or technical support role
• Basic knowledge of PC operations and desktop applications
• Strong verbal and written communication skills
• Ability to multitask and problem-solve in a fast-paced environment
• Openness to feedback and eagerness to learn
• Adaptability and self-motivation in a remote work setting
• Preferred but not required: CompTIA A+ certification
• Experience working in Electronic Health Record (EHR) systems
• Familiarity with medical terminology

Benefits:

• Mission-Driven Work: Support healthcare teams and improve patient lives through technology
• Career Growth: We invest in your development and pay for technical certifications
• Remote Flexibility: Work from the comfort of your home in NM, TX, AZ, or CO
• Inclusive Culture: We welcome applicants of all ages and backgrounds, including stay-at-home parents and retirees
• Leadership Access: Share your ideas directly with leadership, including the CEO
• Supportive Environment: Be part of a team that values transparency, communication, and collaboration

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