IT Support Desk/Customer Service Technician Tier I

DigitalOptometrics; North New Hyde Park (NY); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K plan

PTO

Job summary

DigitalOptometrics seeks a Support Desk/Customer Service Technician - Tier I for our Lake Success, New York office. This fully onsite role combines technical troubleshooting with customer support for clients and remote staff across North America.

The ideal candidate will be skilled in Windows OS and familiar with ticketing systems and remote support tools, while delivering professional, clear communication to non-technical users. Opportunity to grow the IT/customer service team.

Qualifications

• Working knowledge of Windows desktop operating systems.
• Experience with IT ticketing/PSA systems (ConnectWise Manage preferred; Autotask, Jira, or ServiceNow experience welcome).
• Familiarity with remote support and RMM platforms (e.g., ConnectWise Automate/ScreenConnect, N-able, NinjaOne, Datto, or similar).
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting).
• Exposure to Microsoft 365 and/or Google Workspace administration (mailbox, license, and group management).
• Basic hardware troubleshooting for desktops, laptops, peripherals, and audio/video/conferencing equipment.
• Technical background with the ability to explain technical concepts to a non-technical audience.

Responsibilities

• Provide both technical and customer support to clients and remote employees across North America.
• Troubleshoot technical issues and communicate solutions clearly and effectively.
• Contribute to growing the IT/customer service department and improve processes.

Tools

ConnectWise Manage

Autotask

Jira

ServiceNow

ConnectWise Automate

ScreenConnect

N-able

NinjaOne

Datto

DNS

DHCP

TCP/IP

VPN

Microsoft 365

Google Workspace

Job description

DigitalOptometrics, a growing company in the telehealth field, seeks a Support Desk/Customer Service Technician - Tier I to join our Lake Success, New York office. This is a fully onsite position in which you will be working a mixed role providing both technical and customer support to our clients and remote employees across North America. We aren't just looking for someone with exceptional technical background, but someone with great interpersonal communication skills as well.

The ideal candidate is a dynamic team-oriented individual who is capable of performing technical troubleshooting while providing excellent customer service to our customers. With Tele-optometry being new to the healthcare industry we are looking for individuals who are willing to grow our IT/customer service department and help our customers experience a new way of doing eye exams.

Technical Requirements:

• Working knowledge of Windows desktop operating systems.
• Experience with, or strong aptitude to learn, IT ticketing/PSA systems (ConnectWise Manage preferred; Autotask, Jira, or ServiceNow experience welcome).
• Familiarity with remote support and RMM platforms (e.g., ConnectWise Automate/ScreenConnect, N-able, NinjaOne, Datto, or similar).
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN, Wi-Fi troubleshooting).
• Exposure to Microsoft 365 and/or Google Workspace administration (mailbox, license, and group management).
• Basic hardware troubleshooting for desktops, laptops, peripherals, and audio/video/conferencing equipment.
• Technical background with the ability to explain technical concepts to a non-technical audience.

Non-technical Requirements:

• Professionalism with all interactions internal and external.
• Dependable with good attendance.
• Ability to prioritize, escape and handle issues as efficiently as possible.

We provide a full range of benefits: medical, dental, vision, 401K plan & PTO

DigitalOptometrics is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status. We are committed to providing a workplace free of discrimination and harassment.