IT Support Specialist I - First-Line Tech Help

PACS Group; United States; On-site; USD 42,000 - 55,000; Full time

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

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.