IT Clinic Support Specialist: 1st-Call Resolution

Sonrava Health; Orange (CA); On-site; USD 60,000 - 76,000; Full time

Job summary

Sonrava Health is seeking an IT Clinic Support Specialist 2 to work from our California facility. The role focuses on resolving user issues during initial calls and maintaining knowledge of all hardware and software used company-wide.

Responsibilities include handling field trouble reports, updating call-tracking records, and escalating when needed. Strong communication and problem-solving skills are essential, with a willingness to pursue relevant certifications.

Qualifications

• Bachelor's degree in IS-related field preferred with 1 year related experience
• Associates degree with additional years of related experience may substitute for Bachelor's
• Basic network troubleshooting skills
• Excellent phone communication and problem solving skills
• Must be available to work rotating shifts (M-F 6am-8pm, Sat 6:00am-4:30pm, Sun 7am-4:30pm
• Willingness to pursue technical certifications for this role

Responsibilities

• Field trouble and information request calls and email from users
• Resolve user problems on initial call; escalate to second level support when necessary
• Enter caller information into call tracking application database
• Provide status to users and IT personnel on progress of resolution
• Place and track service calls to vendors and document vendor progress and resolution
• Review outstanding problem list to ensure issues are addressed by severity
• Identify trends and exceptions by reviewing call tracking information
• Document new issues and contribute to the teams knowledgebase
• Complete special projects as assigned by the Tech Support Supervisor

Skills

Phone communication

Problem solving

Customer service

Willingness to pursue certification

Education

Bachelor's degree in IS-related field

Associates degree with related experience

Tools

Call tracking software

Job description

Sonrava Health is seeking an IT Clinic Support Specialist 2 to work from our California facility. The role focuses on resolving user issues during initial calls and maintaining knowledge of all hardware and software used company-wide.

Responsibilities include handling field trouble reports, updating call-tracking records, and escalating when needed. Strong communication and problem-solving skills are essential, with a willingness to pursue relevant certifications.