Hybrid Remote Tech Support Analyst

Dartmouth Health; Lebanon (NH); Hybrid; USD 31,000 - 49,000; Full time

Job summary

Dartmouth Health in Lebanon, NH is seeking a frontline technical support professional to provide end‑user support for software and hardware issues, both in person and over the phone. You will document, triage, and escalate tickets while aiming for first‑call resolution and customer satisfaction.

Ideal candidates have a high school diploma, basic troubleshooting knowledge, and a flexible schedule. This is a hybrid remote role with a pay range of $22.82–$35.38 per hour.

Qualifications

• High school diploma or equivalent required.
• Basic knowledge of troubleshooting methodologies.
• Flexible schedule required.

Responsibilities

• Provides frontline technical support in person, by telephone, via self-service tickets or other communication venues on moderately complex workflows and/or processes. Documents accurate assessment, analyzes, effectively troubleshoots and resolves or appropriately escalates issues.
• Monitors team work queues and takes ownership of tickets according to priority and daily assignments.
• Responsible for providing a high level of customer service by providing customers with information, restoring services, providing specific services as per guidelines and escalating tickets to higher levels of support.
• Responsible for obtaining pertinent information for ticket creation and providing a customer friendly resolution.
• Provides assigned analysis functions in support of new or upgraded vendors, in-house systems and special projects.
• Maintain proficiency with tools necessary to the role, including current software platform for ticket and problem management.
• Successfully utilizes the ACD (Automatic Call Distributor) system within department guidelines.
• Networks and collaborates with other IS teams.
• Presents information in small and medium group settings (informal presentations). Communicates the status of open problems or issues to all concerned parties.
• Manages single-person or small group projects as assigned, using proscribed workflows from inception through completion, with minimum supervisor oversight.
• Provides precepting, training, and assistance to team members
• Performs other duties as required or assigned

Skills

Troubleshooting

Education

High School Diploma

Job description

Dartmouth Health in Lebanon, NH is seeking a frontline technical support professional to provide end‑user support for software and hardware issues, both in person and over the phone. You will document, triage, and escalate tickets while aiming for first‑call resolution and customer satisfaction.

Ideal candidates have a high school diploma, basic troubleshooting knowledge, and a flexible schedule. This is a hybrid remote role with a pay range of $22.82–$35.38 per hour.