The role of an IT Support Specialist is to provide escalated software and hardware support and resolutions to end users and co-workers by performing question/problem diagnosis and guiding users through step-by-step solutions, in many different industries, including healthcare.  In this position, you must be able to clearly communicate technical solutions in a user-friendly and professional manner.  Along with end user software and hardware support, additional job responsibilities may include tasks associated with traditional NOC responsibilities.


This position requires a highly motivated self-starter with strong problem-solving skills who can work independently with little supervision in a fast-paced environment.  Must be able to manage service calls with flexibility, while possessing superb customer service skills. We are looking for a strong analytical thinker who enjoy solving problems, thrives in a high-pressure environment with shifting priorities, and has the ability to assess a situation and determine tactical steps moving forward.

Responsibilities include, but are not limited to the following:

  • Must be able to manage service calls with flexibility, while possessing superb customer service skills;
  • Troubleshoot problems remotely using 3rd party remote access tools;
  • Diagnose and resolve customer problems relating to hardware, software and networking;
  • Effectively communicate solutions to end-users;
  • Support end-users in the use of a wide range of hardware and software applications as needed;
  • Develop and nurture client relationships;
  • Assist the team in managing, monitoring, and maintaining the internal IT infrastructure (such as SLA’s, average ticket age, average call wait time, etc.);
  • Provide regular and timely updates to all parties (internal and external) on incident statuses;
  • Process overnight monitoring alerts each day upon arrival to the office, including handling business hours’ alerts in a timely manner;
  • Review of overnight backup results for any errors/issues and remediation and/or client notification as applicable;
  • Ability to work on project-based work as required;
  • Perform other duties as assigned.


  • Able to provide outstanding, customer-facing, end-user support via phone and remote desktop;
  • Excellent oral and written communication skills with strong attention to detail;
  • Self-motivated and goal driven, with the ability to effectively prioritize and execute tasks in a busy environment;
  • Strong organizational, interpersonal, analytical, and problem-solving skills;
  • Capable of coordinating multiple tasks, responding to changing priorities, and reacting to short deadlines through use of the internal ticketing system;
  • Proficiency with various hardware and software equipment and operating systems;
  • Ability to work in a team-oriented, collaborative environment;
  • Ability to master new computer technology with willingness to gain additional IT certifications as necessary;

Education & Experience:

  • Bachelor’s Degree with a technology major and MCP (Microsoft Certified Professional) or equivalent;
  • Minimum of 2 - 4 years’ recent experience in a customer-facing technical support role;
  • Windows Server O.S. – Server 2019, Server 2016, Server 2012, Server 2008;
  • Basic Networking Experience;
  • Meraki experience is a plus!
  • Healthcare experience a plus!
  • Relevant knowledge of Microsoft Office and basic troubleshooting abilities;
  • Proven Customer Service Skills are a MUST
  • Due to the nature of the business, MUST be able to work an on-call rotation support schedule (approx. one week every four weeks).

Contact Info

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Industry Recognition

CRN MSP 2019-1
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CRN solution provider 2018