Frontline IT Support Specialist I – Hybrid

Vibrant Emotional Health; New York (NY); Hybrid; USD 38,000 - 53,000; Full time

Job summary

Vibrant Emotional Health seeks a Technical Support Specialist I to provide frontline IT support in a busy hybrid environment in the NYC area. You will troubleshoot Windows and macOS, handle password resets, MFA, device imaging, and escalation, while ensuring ticket SLAs and accurate documentation.

The role requires 1+ year in tech support, an associate or bachelor’s in CS (or equivalent), and familiarity with Microsoft 365, networking basics, and ticketing systems.

Qualifications

• Associate or bachelor's degree in computer science or related field, or 3+ years of experience.
• 1+ years of experience in a technical support position.
• Certifications are a plus.
• Experience supporting 24/7 or shift-based technical support environments.

Responsibilities

• Respond to and resolve incoming support tickets, walk-ups, and phone requests within SLAs.
• Troubleshoot Windows/macOS systems, standard business applications, and basic network connectivity issues.
• Perform password resets, MFA troubleshooting, and account unlocks.
• Image, configure, and deploy laptops/desktops for new hires and refresh cycles.
• Support printers, conference rooms, and A/V systems.
• Document troubleshooting steps and resolutions in the ticketing system.
• Escalate unresolved issues to Tier 2 with proper documentation.
• Maintain asset tracking and inventory records.
• Assist with device collection and secure wipe during offboarding.
• Travel for site visits as needed.

Skills

Tech troubleshooting

Customer service

Documentation

Multi-tasking

Team player

Networking basics

Windows/macOS support

Cloud environments

Genesys Cloud

Salesforce

Microsoft 365

TCP/IP knowledge

Education

Associate or Bachelor's in CS

Tools

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft 365 Fundamentals

MTA

Salesforce

Genesys Cloud

Job description

Vibrant Emotional Health seeks a Technical Support Specialist I to provide frontline IT support in a busy hybrid environment in the NYC area. You will troubleshoot Windows and macOS, handle password resets, MFA, device imaging, and escalation, while ensuring ticket SLAs and accurate documentation.

The role requires 1+ year in tech support, an associate or bachelor’s in CS (or equivalent), and familiarity with Microsoft 365, networking basics, and ticketing systems.