Remote Tier 1 Help Desk Support — After Hours

UNITY BPO; Albuquerque (NM); Hybrid; USD 23,000 - 26,000; Full time

Benefits offered by this job

Fully remote work

On-the-job training

Supportive, inclusive environment

Job summary

UnityBPO is seeking a Help Desk Support Specialist, Tier 1, for after-hours remote work. This role supports doctors, nurses, administrators, and patients with technology issues across healthcare settings from a remote/home office.

You will troubleshoot software/hardware, manage tickets, and ensure timely resolution while delivering excellent customer service. Requires after-hours availability and strong communication skills.

Qualifications

• High school diploma or GED or equivalent experience.
• Working knowledge of PC operations and comfort switching between applications.
• Excellent verbal and written communication skills.
• Ability to multitask across multiple systems.
• Strong problem-solving skills.
• Willingness to receive feedback and apply it in real time.
• Adaptability in a changing environment.
• Flexibility with scheduling to meet business needs.

Responsibilities

• Resolve software and hardware issues using logical problem solving and documented procedures (Microsoft Office, VPN, Active Directory, client-specific applications, laptops, desktops, printers, VoIP telephony, and more).
• Support multiple clients across different ticketing systems.
• Gather customer information quickly and accurately.
• Escalate unresolved tickets to the appropriate team.
• Assign Urgency and Impact to tickets according to client requirements within the ITIL framework.
• Assist clinicians with Electronic Health Record (EHR) usability.
• Deliver an outstanding customer experience with clear communication, patience, and empathy.
• Work independently while collaborating with your team.
• Cover phones during breaks and lunches.

Skills

Verbal and written communication

Multitasking across systems

Problem-solving

Adaptability

Scheduling flexibility

Education

High school diploma or GED

Tools

Microsoft Office

VPN

Active Directory

EHR familiarity

Job description

UnityBPO is seeking a Help Desk Support Specialist, Tier 1, for after-hours remote work. This role supports doctors, nurses, administrators, and patients with technology issues across healthcare settings from a remote/home office.

You will troubleshoot software/hardware, manage tickets, and ensure timely resolution while delivering excellent customer service. Requires after-hours availability and strong communication skills.