IT Helpdesk Specialist I - First-Line Support

Concentra, Inc.

Addison, Northern (TX, KY)

Hybrid

USD 42,000 - 54,000

Full time

9 days ago

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Benefits offered by this job

401(k) Retirement Plan with Employer

Life & Disability Insurance

Paid Time Off

Colleague Referral Bonus Program

Tuition Reimbursement

Dependent Care Spending Account

Employee Discounts

Job summary

Concentra is seeking a Support Specialist I to provide first level assessment and resolution for hardware, software, and workflow issues for Concentra colleagues. You will handle calls, chats, tickets, and emails with a strong focus on customer service and timely issue resolution.

The role requires troubleshooting hardware and software, supporting Windows, Office, VPN, and healthcare applications, and escalating when needed.

Qualifications

2+ years customer service experience.
1+ years in a call center or IT support.
1+ years’ experience troubleshooting hardware on laptops/desktops.
1+ years’ experience troubleshooting Windows and Microsoft Office.

Responsibilities

Troubleshoot and resolve technical issues for colleagues across hardware, software, and workflow.
Analyze end-user issues via phone or chat to identify root cause and achieve first contact resolution.
Guide end users through problem solving and workflow training.
Document issues and troubleshooting steps thoroughly in ITSM tickets.
Maintain professionalism and high-quality service on every contact.
Escalate critical incidents per established protocols.
Collaborate with Solution Center team and participate in meetings.