Remote Tier 1 Help Desk Support - After Hours

UnityBPO, Inc.

Arizona

Hybrid

USD 22,000 - 26,000

Full time

3 days ago

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Benefits offered by this job

Fully remote work

On-the-job training

Inclusive workplace

Job summary

UnityBPO is seeking a Help Desk Support Specialist, Tier 1, after-hours, fully remote. You’ll assist doctors, nurses, administrators, and patients with technology issues across the country, serving as the first line of resolution for healthcare IT support.

The role covers Windows software/hardware issues, VPN, Active Directory, EHR usability, and delivering a strong customer experience, with weeknight and weekend shifts. Remote work nationwide; Albuquerque HQ referenced.

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 over the phone using documented procedures (Microsoft Office, VPN, Active Directory, client-specific applications, laptops, desktops, printers, VoIP telephony, and more).
Support multiple clients across different ticketing systems.
Quickly and accurately gather customer information.
Escalate unresolved tickets to the appropriate team.
Assign Urgency and Impact to tickets according to client requirements within the ITIL framework.
Help clinicians with Electronic Health Record (EHR) usability.
Deliver an outstanding customer experience with clear communication, patience, and empathy.
Work independently while collaborating well with your team.
Help cover phones during breaks and lunches.