Information Technology Support Specialist

IT Support Specialist (Tier 1) - Full Time This is an on-site, office-based position.

The IT Support Specialist (tier 1) serves as the first point of contact for IT-related issues and requests across Elevation Senior Services. This role provides tier 1 service desk support, managing the incoming ticket queue, resolving issues within scope, and escalating to Support Analysts (tier 2) when appropriate. The IT Support Specialist is committed to delivering excellent customer service and maintaining a positive, professional experience for every user interaction.

Benefits Include:

• Medical Insurance - HDHP or PPO (Full-time employees only)
• Vision/Dental/Life Insurance (Full-time employees only)
• Health Savings Account with Company Match (Full-time employees only)
• Flexible Spending Account
• Company matching 403(b) Plan
• Paid Vacation
• Personal, Sick and Holidays
• Paid Volunteer Program
• Total Care EAP (Employee Assistance Program)

These benefits may be reduced depending on FT, PT, PRN or temporary job status. To receive certain benefits, eligible employees may be required to meet participation requirements and pay required premiums and other contributions.

Elevation Senior Services reserves the right to pay a wage/salary that is lower or higher than the above posted compensation range.

Essential Functions/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SERVICE DESK & TICKET MANAGEMENT

• Manages the incoming service desk queue through the ticketing management system to provide tier 1 support, including clarifying user needs, providing self-help direction, prioritizing tickets, and resolving issues within scope.
• Researches customer issues and advises customers about available services and resources.
• Escalates tickets to Support Analysts and other IT team members as required.
• Clearly and succinctly documents communications with customers.

TECHNICAL SUPPORT & TRAINING

• Manages iPhone and iPad inventory through the company's Mobile Device Manager (MDM).
• Leads internal and customer meetings to prepare customers for success in production.
• Develops and delivers training and software content using various methods to staff.

CUSTOMER COMMUNICATION & PROCESS

• Manages written and oral customer communication.
• Acts as liaison between the customer and internal teams (Support, Admin, Infrastructure, etc.) to ensure unique customer needs are met.
• Defines, documents, and maintains business processes, requirements, and policies.
• Supports operations-related initiatives.
• Identifies opportunities for process improvements and makes recommendations as appropriate.
• Analyzes ways to improve tools to promote customer self-sufficiency and decrease service desk tickets.

ADMINISTRATIVE & VENDOR SUPPORT

• Assists with administrative duties for the Information Technology department.
• Assists with administration of various external relationships with key vendors. These duties include vendor support, ordering, billing, invoicing, and communications with the company's cellular carrier, hardware/software vendors, and other various external relationships.
• Assists with obtaining approvals for quotes and invoice payments; processes and tracks vendor invoices; performs team credit card reconciliation activities.
• Provides departmental budget assistance.
• Creates online vendor accounts and navigates menus.
• Updates content on company intranet.

OTHER DUTIES/RESPONSIBILITIES

• Upholds the strictest confidence of any form of communication, including but not limited to electronic, verbal, or printed memos and notes to which the employee may be exposed (purposefully or accidentally) during the course of job duties.
• Provides on-call coverage in rotation with the team for after-hours critical support needs.
• Carries out other duties as may be assigned by IT leadership.

ORGANIZATIONAL EXPECTATIONS

• Demonstrate consistent support of Elevation Senior Services' mission, vision, and values.
• Maintain confidentiality and discretion in accordance with HIPAA and organizational standards.
• Adhere to all organizational policies, procedures, and regulatory requirements.
• Participate in required meetings, training, and continuous improvement initiatives.
• Maintain required HIPAA compliance knowledge through continuing education and professional development.

MANAGERIAL BREADTH / SCOPE OF JOB

This position has no direct supervisory responsibilities.

Education & Experience

• Associate's degree in business administration, information technology, or related field preferred; equivalent work experience considered.
• Work experience in a technology support specialist or similar role preferred.
• Healthcare IT or regulated industry experience preferred; HIPAA awareness required.

Preferred Certifications

• CompTIA A+
• Microsoft MS-900 or M365 Certified
• ITIL Foundation

PHYSICAL DEMANDS & WORKING CONDITIONS

Professional office environment. Light physical effort with occasional lifting of 25 to 50 pounds. Keyboarding and desk work for long periods of time. Mobility to physically assess technology activities in various locations. After-hours and weekend work required. Travel of 20% or less to other locations, via automobile and/or airlines, with occasional overnight stays. Travel may occur in inclement weather.