THE JOB AT A GLANCE
The IT Support Specialist Tier 1 will help our Support Engineering team ensure that all Carbon
Health internal customers’ technology needs are met and that their IT problems are solved with
impactful and educational interactions. This candidate will effectively triage and solve Carbon
Health IT tickets at a tier 1 level and escalate to the appropriate parties when necessary. The
perfect candidate will be efficient, detail-oriented, drive our company compliance goals, and
excel at communication and organization. Additionally, this individual will be great at providing
excellent customer service when triaging and addressing customer needs. Their communication
will be impactful, empathetic, and consistent with the IT team workflows.
- Work alongside a driven, fast paced IT Support team troubleshooting and resolving 60+
- Assist employees remotely via written correspondence, video calls, and
a timely and concise manner.
- Following troubleshooting guides and escalation paths in a Jira ticketing system to
Carbon Health staff.
- Assist with aspects of employee lifecycle and access management while upholding
- Assist with hardware and software troubleshooting and diagnosing IT problems with
MUST HAVE SKILLS
- High School Diploma or equivalent experience
- Experience in a high paced environment with independent workflows while resolving 60+
- Experience in assisting customers remotely via telephone, written correspondence, and
- Experience in both MacOS and Windows operating systems, able to independently
tablets, printers, scanners, and other peripherals.
- Understanding of password + security policies like multi-factor authentication and access
- Able to provide thorough and detailed analysis on issues assigned to you and document
- Outstanding customer service and communication skillsets with proven ability to assist
NICE TO HAVE SKILLS
- Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, and VPN as
- Experience in a wide variety of SaaS applications including (or similarly relevant) GSuite,
- Strong documentation skills for creating and maintaining knowledge base articles,
- Healthcare industry background with HIPAA compliance expertise.
