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Tier 1 Help Desk Support Specialist
UnityBPO. Provide first-level technical support for hardware and software problems, including Microsoft Office, VPN, Active Directory, customer-specific software applications, laptops, desktops, printers, and VoIP telephony .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in providing first-level technical support for hardware and software issues, including Microsoft Office and VPN, while delivering exceptional customer service. Capable of assisting clinicians with EHR usability and effectively managing support tickets in accordance with ITIL best practices.
Highest-signal resume keywords
Technical SupportCustomer ServiceEHR UsabilityITIL Best PracticesCompTIA A+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft OfficeVPNActive DirectoryPC OperationsDesktop ApplicationsTicket ManagementEHR SystemsVoIP TelephonyProblem-SolvingMultitasking
Soft Skills
Verbal CommunicationWritten CommunicationPatienceEmpathyAdaptability
Tools & Technologies
Ethernet ConnectionHigh-Speed InternetSpeedtest by Ookla
Certifications & Qualifications
CompTIA A+ Certification
Industry Keywords
Technical Support RoleCustomer-Specific SoftwareRemote WorkMedical TerminologyClinician Assistance
Tech Stack
Tools & technologiesVoIP
About the role
Key responsibilities & impact- Provide first-level technical support for hardware and software problems, including Microsoft Office, VPN, Active Directory, customer-specific software applications, laptops, desktops, printers, and VoIP telephony
- Provide Tier 1 support and escalate complex issues to Tier 2
- Support multiple clients
- Identify and document customer issues clearly and accurately
- Escalate unresolved tickets to appropriate internal teams
- Assign ticket urgency and impact according to ITIL best practices
- Assist clinicians, including doctors, nurses, and therapists, with EHR usability
- Deliver customer service through clear communication, patience, and empathy
- Provide offline assistance
- Perform other duties as assigned to support team and business objectives
Requirements
What you’ll need- High School diploma or GED (or equivalent experience)
- Must reside in New Mexico, Arizona, Oklahoma, or Texas; the posting also states remote flexibility in NM, TX, AZ, or CO
- Must be available to work weekends and selected weekdays
- Must have a hard-wired connection to the router
- Reliable high-speed internet connection required; satellite internet is not supported
- 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
- Preferred but not required: experience working in Electronic Health Record (EHR) systems
- Preferred but not required: familiarity with medical terminology
- Must complete a Speedtest by Ookla and submit upload/download speed screenshot
- PC must be connected to the router using an Ethernet connection
Benefits
Comp & perks- Ongoing training
- Support for pursuing certifications
- Technical certification costs paid by the company
- Career development opportunities
- Remote work from home
- Leadership access, including the CEO
- Supportive, transparent, communicative, and collaborative work environment
- Equal opportunity employment