IT Support I

PACS Group

United States

On-site

USD 42,000 - 55,000

Full time

3 days ago

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Job summary

PACS Group is seeking an IT Support Tier I professional to be the first contact for technology requests and incidents. You will document issues, perform basic troubleshooting, and triage to Tier II with complete context.

Strong customer service and clear communication are essential to keep facility staff focused on resident care and operations. The role emphasizes adherence to documented procedures, efficient problem resolution, and teamwork across IT and healthcare-related services.

Qualifications

High school diploma or equivalent required.
Associate degree in IT preferred.
0-3 years in a Help Desk or related role.
Experience with ticketing systems or customer service platforms preferred.
Healthcare support experience is a plus.

Responsibilities

Serve as the first point of contact for all incoming technology support requests via phone, ticketing, email, and other channels.
Provide friendly, professional, and customer-focused support during every interaction.
Gather relevant information, identify issues, and document requests accurately.
Set clear expectations regarding troubleshooting, escalation, and timelines.
Maintain composure when assisting frustrated or non-technical users.
Perform initial troubleshooting per documented procedures and knowledge articles.
Escalate issues requiring advanced troubleshooting or specialized expertise.
Ensure escalated tickets include clear steps, user impact, and supporting details.
Document customer interactions, troubleshooting, resolutions, and escalation details in ITSM platforms.
Follow established processes, workflows, and ticket quality standards.
Utilize knowledge articles and suggest improvements for frontline documentation.
Collaborate with Tier II/III and other service teams; support technology rollouts.

Skills

Strong customer service mindset

Professional and courteous comms

Rapport with users

Clear communication to non-technical

Active listening

Verbal and written communication

Troubleshooting procedure adherence

Attention to detail

Education

High school diploma or equivalent

Associate degree in Information Technology or related field preferred

0-3 years of experience in Help Desk/Service Desk/Technical Support

Experience using ticketing systems or customer service platforms

Healthcare support experience is a plus

Tools

Microsoft 365 - user and group management

Windows OS

macOS

Microsoft Teams

Outlook

Printers and peripherals

Ticketing systems / ITSM workflows

Job description

Position Details

The IT Support Tier I role serves as the first point of contact for all technology support requests across PACS. This position focuses on delivering a positive customer experience through prompt responses, accurate ticket documentation, basic troubleshooting, and efficient issue triage.

Tier I team members are responsible for resolving common, well-documented issues at first contact whenever possible. When issues require advanced troubleshooting, elevated permissions, or specialized technical expertise, Tier I members promptly escalates to Tier II while ensuring complete and accurate documentation is provided.

Success in this role depends on strong customer service skills, effective communication, attention to detail, and the ability to consistently follow established support procedures. The Tier I team plays a critical role in ensuring facility staff can quickly return their focus to resident care and business operations.

Essential Duties and Responsibilities

Customer Support & Call Handling

Serve as the first point of contact for all incoming technology support requests via phone, ticketing system, email, and other approved support channels.

Provide friendly, professional, and customer-focused support during every interaction.

Gather relevant information, identify the nature of reported issues, and accurately document support requests.

Set clear expectations regarding troubleshooting, escalation, and resolution timelines.

Maintain composure and professionalism when assisting frustrated or non-technical users.

Basic Troubleshooting & First-Call Resolution

Perform initial troubleshooting using documented procedures and knowledge articles.

Password resets
Multi-factor authentication (MFA) assistance
Account lockout support
Microsoft 365 basic support
Outlook and Teams assistance
Basic printing issues
Basic application access issues
Windows and macOS login issues
Basic Wi-Fi and connectivity troubleshooting
Basic VPN assistance
Hardware and peripheral support

Triage & Escalation Management

Determine whether a support issue falls within Tier I scope.
Escalate issues requiring advanced troubleshooting, elevated permissions, administrative access, or specialized technical expertise.
Escalate unresolved issues after reasonable troubleshooting efforts, generally within established Service Desk handling guidelines.
Ensure escalated tickets include clear documentation, troubleshooting steps completed, user impact, and any relevant screenshots or supporting details.
Avoid unnecessary delays by escalating when issues exceed Tier I capabilities.

Ticket Documentation & ITSM Practices

Maintain accurate and complete ticket documentation within ServiceNow or other approved ITSM platforms.
Document customer interactions, troubleshooting performed, resolutions provided, and escalation details.
Ensure tickets are categorized, prioritized, and routed appropriately.
Follow established Service Desk processes, workflows, and operational procedures.
Maintain ticket quality and documentation standards.

Knowledge Management

Utilize knowledge articles as the primary resource for issue resolution.
Follow documented procedures and approved support processes.
Identify knowledge gaps and submit recommendations for improvement.
Contribute feedback that improves frontline support documentation.

Team Collaboration

Work collaboratively with Tier II and III, Engineering, Systems, Security, EHR, and other service teams.
Assist with smooth ticket transitions through complete and accurate escalation documentation.
Participate in team meetings, training sessions, and continuous improvement activities.
Support organizational initiatives and technology rollouts when directed.

Qualifications

Education & Experience

High school diploma or equivalent required.
Associate degree in Information Technology or related field preferred.
0-3 years of experience in a Help Desk, Service Desk, Technical Support, Customer Support, or related role.
Experience using ticketing systems or customer service platforms preferred.
Healthcare support experience is a plus.

Preferred Certifications