Remote Tier 1 Help Desk Specialist – Healthcare IT

UNITY BPO; Albuquerque (NM); Remote; USD 19,000 - 23,000; Full time

Job summary

UnityBPO is hiring a Tier 1 Help Desk Support Specialist for a fully remote role. Reside in New Mexico, Texas, or Arizona. Expect weekday and weekend shifts with a wired internet connection and strong customer service focus.

You will provide first-line technical support for hardware and software issues, assist clinicians with EHR usability, and escalate complex tickets as needed. The role emphasizes clear communication and problem solving in a remote environment.

Qualifications

• High School diploma or GED or equivalent experience.
• Must have hard wired connection to router.
• Reliable high-speed internet connection required; satellite internet is not supported.
• Previous experience in a customer service or technical support role.
• Basic knowledge of PC operations and desktop applications.
• Strong verbal and written communication skills.
• Ability to multitask and problem-solve in a fast-paced environment.
• Openness to feedback and eagerness to learn.
• Adaptability and self-motivation in a remote work setting.

Responsibilities

• Provide first-level technical support for hardware and software problems, including Microsoft Office, VPN, Active Directory, and other client-specific applications.
• Provide first-line (Tier 1) support and escalate complex issues to Tier 2 as needed.
• Support multiple clients and document issues clearly and accurately.
• Escalate unresolved tickets to appropriate internal teams as needed.
• Accurately assign ticket urgency and impact following ITIL practices.
• Assist clinicians with EHR usability.
• Deliver outstanding customer service through clear communication, patience, and empathy.
• Provide offline assistance and other duties as assigned.

Skills

Customer service

Technical support

Verbal communication

Written communication

Multitasking

Remote work

Education

High School diploma or GED

Tools

VPN

Microsoft Office

EHR familiarity

Job description

UnityBPO is hiring a Tier 1 Help Desk Support Specialist for a fully remote role. Reside in New Mexico, Texas, or Arizona. Expect weekday and weekend shifts with a wired internet connection and strong customer service focus.

You will provide first-line technical support for hardware and software issues, assist clinicians with EHR usability, and escalate complex tickets as needed. The role emphasizes clear communication and problem solving in a remote environment.