Technical Support Specialist

ZipRecruiter; Medina; On-site; USD 30,000 - 70,000; Full time

Job summary

An established industry player is seeking a Technical Support Specialist to provide frontline IT support. This role involves diagnosing and resolving hardware, software, and network issues while ensuring smooth IT operations. You will assist employees with technical concerns, maintain systems, and escalate complex issues. Ideal candidates will have a strong background in IT support, excellent troubleshooting skills, and a customer-first approach. Join a dynamic team dedicated to delivering top-notch service and support in a fast-paced environment.

Qualifications

• 2+ years of IT support experience with strong Windows and macOS knowledge.
• Experience with Active Directory and troubleshooting network issues.

Responsibilities

• Provide first and second-level support for hardware, software, and network issues.
• Document issues and solutions in the ticketing system.

Skills

Windows Support

macOS Support

Active Directory

Networking Knowledge

Microsoft 365 Applications

Troubleshooting Skills

Customer Service

Education

Associate's or Bachelor's degree in IT

Tools

ServiceNow

Zendesk

Job description

Technical Support Specialist

Location: Seattle, WA

Mosaic Health is a care delivery platform dedicated to expanding access to comprehensive primary care across various health plans including Commercial, Individual Exchange, Medicare, and Medicaid.

The Mosaic Health business units serve nearly one million consumers across 19 states, offering high-quality primary care, integrated care teams, personalized navigation, digital access, and services for higher-need populations. Through Mosaic Health, health plans and employers gain a care partner that delivers affordability and superior experiences, integrating value-based primary care with digital engagement. For more information, visit www.mosaichealth.com or follow us on LinkedIn.

Role Overview

The Technical Support Specialist represents the apree Health Business Unit and provides frontline IT support by diagnosing, troubleshooting, and resolving hardware, software, and network issues. The role ensures smooth IT operations, assists employees with technical concerns, maintains systems, and escalates complex issues appropriately.

Responsibilities

1. Provide first and second-level support for hardware, software, and network issues.
2. Diagnose and troubleshoot PCs, laptops, printers, mobile devices, and peripherals.
3. Support Windows and Mac OS, including installation, updates, and security patches.
4. Assist with Active Directory administration, including user account setup and access control.
5. Troubleshoot network connectivity issues such as Wi-Fi, VPN, and LAN/WAN.
6. Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
7. Assist with software installations, updates, and licensing.
8. Document issues, troubleshooting steps, and solutions in the ticketing system.
9. Collaborate with Service Desk and IT teams to escalate and resolve issues.
10. Provide technical training and guidance to end-users.
11. Assist in IT asset management and participate in system upgrades and migrations.
12. Ensure compliance with IT security policies, HIPAA, and company standards.
13. Stay updated with emerging IT support technologies and practices.
14. Provide excellent customer service to internal teams and patients.
15. Perform other duties as assigned.

Qualifications

1. Associate's or Bachelor's degree in IT, Computer Science, or related field, or equivalent experience.
2. At least 2 years of IT support experience.
3. Strong knowledge of Windows and macOS.
4. Experience with Active Directory, Group Policy, and user management.
5. Familiarity with ticketing systems like ServiceNow or Zendesk.
6. Basic networking knowledge including IP, DNS, DHCP, VPN troubleshooting.
7. Experience supporting Microsoft 365 applications.
8. Strong troubleshooting skills with a customer-first approach.
9. Certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified: Modern Desktop Administrator.
10. Ability to work independently in a fast-paced environment.
11. High professionalism and integrity.

Physical Demands

Sedentary work with occasional lifting up to 15 lbs, repetitive motions of wrists, hands, and fingers, and requires close visual acuity for data analysis and computer work.

EEO Statement

Mosaic Health is an Equal Employment Opportunity employer. All qualified applicants will be considered without regard to various protected statuses. For accommodations during the application process, contact [e-mail].

Job Posted by ApplicantPro