L1 IT Support Specialist

Position Summary 

This role focuses on resolving technical issues, assisting users with software functionality, and providing a positive support experience through clear communication and efficient troubleshooting. The ideal candidate has a strong background in Microsoft Windows environments, enjoys problem-solving, and thrives in a fast-paced, collaborative setting.  

Job Details 

Work Setup: Work from home 
Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific Time 
Holidays: Follows U.S. (PST) holidays 

Responsibilities 

• Serve as the first point of contact for inbound support calls from existing customers 
• Assist users with software features, system navigation, and general application use 
• Document all interactions and technical details accurately in the CRM 
• Participate in daily ticket review meetings to track progress and ensure timely resolution 
• Follow up with clients on closed or pending tickets to confirm completion and satisfaction 
• Collaborate with internal team members to escalate technical issues when necessary 
• Adhere to company procedures, service standards, and support best practices 
• Contribute to a positive, high-energy, and fast-paced team environment 

Qualifications 

• Two (2) years of recent experience in phone-based technical support 
• Two (2) years of recent Windows IT support experience 
• Strong knowledge of Windows 10 & 11 operating systems and related devices 
• Excellent English communication skills, both verbal and written 
• Strong people skills with the ability to listen actively and communicate clearly 
• Ability to follow instructions, adapt quickly, and learn new tools and processes 
• High school graduate or equivalent 

Nice to Have 

• Experience working in the healthcare industry or supporting healthcare-related software 
• Solid understanding of common healthcare and clinical terminology 
• Prior experience with billing systems and Electronic Health Records (EHR) platforms 
• Proven ability to perform well in fast-paced, high-volume support environments