Technical Support Specialist

Insidepfa; Woburn (MA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life and disability insurance

401(k) with company match

$100 annual wellness reimbursement

Mental health resources

Job summary

Patient Funding Alternatives (PFA) is hiring a Technical Support Specialist to provide front-line support for Apple devices and end-user equipment. The role offers a Monday–Friday on-site schedule and opportunities to grow in IT support within a patient-centered organization.

You will assist with account setup, password resets, and basic app support while documenting issues for the knowledge base and escalating complex problems to senior staff as needed.

Qualifications

• High School Diploma or equivalent required.
• Prior experience in a technical support, IT help desk, or customer service role is a plus but not required.
• Certifications (e.g., CompTIA ITF+, A+) are a plus.
• Familiarity with macOS, iOS, and basic networking concepts.

Responsibilities

• Provide first-level technical support for Apple devices (MacBooks, iPhones, iPads).
• Troubleshoot and resolve basic hardware and software issues for in-office and remote employees.
• Set up, configure, and maintain end-user equipment and accessories.
• Assist with user accounts, password resets, and basic application support.
• Document common issues, resolutions, and procedures for the knowledge base.
• Escalate complex issues to senior technical staff as appropriate.
• Track and manage support requests through a ticketing system to ensure timely resolution.
• Maintain a high standard of customer service and clear communication.

Skills

macOS

iOS devices

Networking basics

MS Office

Communication

Customer service

Documentation

Education

High School Diploma

CompTIA ITF+

A+ Certification

Tools

Ticketing system

Remote support tools

Mac management tools

Job description

About Patient Funding Alternatives (PFA)
At Patient Funding Alternatives (PFA), we remove the barriers that keep Medicaid-eligible and medically underserved individuals from getting the care they deserve. We partner with hospitals and health systems across the country to help patients secure coverage through employer-sponsored insurance — simplifying the process, protecting patients, and strengthening hospital outcomes.

As the only organization in the U.S. offering a full Premium Assistance Enrollment service supported by dedicated Patient Advocates within partner hospitals, we make access to coverage easier, faster, and more compassionate.

PFA is growing rapidly nationwide, and our success is built on people who care deeply about helping others. We believe our employees are our most valuable resource, and we’re committed to maintaining a healthy work/life balance within a culture grounded in empathy, teamwork, and respect.

If you’re passionate about guiding patients through complex healthcare systems, advocating for fairness, and making a measurable impact every day — PFA is where you belong.

Job Description

Position Overview

Reporting to the Technical Services Supervisor, the Technical Support Specialist provides front-line technical support to both in-office and remote employees. This role is ideal for someone early in their IT career who enjoys problem-solving, learning new technologies, and delivering excellent customer service.

Key Responsibilities

• Provide first-level technical support for Apple devices, including MacBooks, iPhones, and iPads.
• Troubleshoot and resolve basic hardware and software issues for employees working in-office and remotely.
• Set up, configure, and maintain end-user equipment and accessories (keyboards, mice, monitors, printers, etc.).
• Assist with user account setup, password resets, and basic application support.
• Document common issues, resolutions, and procedures for inclusion in the company knowledge base.
• Escalate complex or unresolved issues to senior technical staff as appropriate.
• Track and manage support requests through a ticketing system to ensure timely resolution.
• Maintain a high standard of customer service and clear communication with all users.

Qualifications

Required Technical Skills

• Basic working knowledge of Apple macOS and iOS devices.
• Fundamental understanding of Wi-Fi and basic networking concepts.
• Basic proficiency with Microsoft Office (Outlook, Word, Excel, Teams).
• Ability to follow technical instructions and learn new systems quickly.

Core Competencies

• Strong verbal and written communication skills.
• Customer-focused mindset with a helpful, patient approach.
• Strong organizational skills and ability to prioritize multiple tasks.
• Attention to detail and commitment to accurate documentation.
• Dependable, punctual, and able to work independently with minimal supervision.

Education & Experience

• High School Diploma or equivalent required.
• Prior experience in a technical support, IT help desk, or customer service role is a plus but not required.
• Relevant coursework, certifications (e.g., CompTIA ITF+, A+), or hands-on technical projects are a plus.

Work Schedule & Location

• On-site position, Monday through Friday, 8:30 a.m. – 5:00 p.m.
• Occasional flexibility may be required based on business needs.

Pre-Employment Requirements

• Ability to pass a 10-panel drug screening.
• Ability to pass a criminal background check.

Additional Information

Our Benefits – Supporting You Inside and Out
At Patient Funding Alternatives, we know that caring for others starts with caring for our own people. That’s why we offer a comprehensive, industry-leading benefits package designed to support your health, your future, and your wellbeing. Our team members enjoy medical, dental, and vision coverage through UnitedHealthcare and Guardian, employer-paid life and disability insurance, and a 401(k) plan with company match. We also invest in your wellness — with up to $100 annual reimbursement for fitness, mindfulness, and wellness activities, plus access to mental health tools like the Calm Health app and a 24/7 Employee Assistance Program. From flexible spending accounts to nationwide fitness programs and virtual care, PFA is committed to helping you stay healthy, balanced, and thriving — at work and beyond.