Tier 1 IT Support Technician - Bilingual

Superlanet; San Diego (CA); On-site; USD 42,000 - 65,000; Full time

Job summary

Superlanet is seeking bilingual Tier 1 IT Support Technicians to join our healthcare support desk team in San Diego. The role provides onsite and remote support to healthcare organizations, helping users resolve issues and ensuring tickets move smoothly from intake to resolution or escalation.

The ideal candidate will have hands-on help desk experience, be fluent in English and Spanish, and be able to work fixed 4:00 a.m.

Qualifications

• Able to speak and understand English and Spanish and explain technical steps clearly.
• Experience in a help desk or support role assisting an organization with technology.
• Strong troubleshooting, clear ticket documentation, and a patient, customer-focused approach.
• Willing to work eight-hour shifts starting at 4:00 a.m. PST and travel to Pennsylvania as needed.

Responsibilities

• Provide first-level technical support in English and Spanish through tickets, phone, and other approved channels.
• Troubleshoot common hardware, software, login, connectivity, and peripheral issues using documented procedures and approved remote support tools.
• Create, categorize, prioritize, and update tickets with clear issue descriptions, troubleshooting steps, and resolution details.
• Escalate unresolved or urgent issues to the appropriate technical team and communicate progress to users.
• Follow service targets, maintain accurate shift handoffs, and contribute to support documentation.
• Provide onsite technical assistance during Epic go-live projects in Pennsylvania, coordinating issues with designated project and application teams.
• Follow client privacy, security, and access procedures when supporting healthcare users and systems.

Skills

Bilingual English/Spanish

Help desk experience

Customer focus

Troubleshooting

Tools

TikIt ticketing system

Job description

Superlanet is seeking bilingual Tier 1 IT Support Technicians to join our healthcare support desk team. This role provides remote technical support to healthcare organizations, helping users resolve technology issues and keeping support tickets moving from intake through resolution or escalation.

The ideal candidate has hands-on experience in a help desk, service desk, technical support, or similar role assisting employees with technology. Candidates must communicate effectively in English and Spanish, work onsite in San Diego as scheduled, and travel to Pennsylvania for two-week Epic go-live assignments.

Responsibilities

• Provide first-level technical support in English and Spanish through support tickets, phone, and other approved channels.
• Troubleshoot common hardware, software, login, connectivity, and peripheral issues using documented procedures and approved remote support tools.
• Create, categorize, prioritize, and update tickets with clear issue descriptions, troubleshooting steps, and resolution details.
• Escalate unresolved or urgent issues to the appropriate technical team and communicate progress to users.
• Follow service targets, maintain accurate shift handoffs, and contribute to support documentation.
• Provide onsite technical assistance during Epic go-live projects in Pennsylvania, coordinating issues with designated project and application teams.
• Follow client privacy, security, and access procedures when supporting healthcare users and systems.

Qualifications

• Ability to speak and understand English and Spanish and explain technical steps clearly to users in both languages.
• Prior experience in a help desk, support desk, technician, or comparable role helping an organization with technology.
• Practical troubleshooting skills, clear ticket documentation, and a patient, customer-focused approach.
• Ability to work eight-hour shifts beginning at a fixed 4:00 a.m. PST year-round and meet the required onsite and travel commitments.

Preferred Experience

• Extensive ticketing experience, including managing queues, tracking follow-ups, and documenting resolutions.
• Experience with the Tikit ticketing system is a plus.
• Experience supporting healthcare organizations or participating in Epic go-live support