IT Support - Teir 1

We are looking for a dedicated IT Support Tier 1 Rep, you will be the first point of contact for our internal employees. Your main responsibility will be to troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.

IT Support I Job Description:

Join PACS: Elevate Healthcare with Us! 

PACS is elevating healthcare by revolutionizing our approach to leadership and quality care. Guided by our core values of love, excellence, trust, accountability, mutual respect, and commitment, we strive to foster a culture of compassionate care within our teams and the communities we serve. As we grow rapidly, exciting opportunities await you to engage in impactful projects and contribute valuable insights to stakeholders nationwide. If you're ready to make a difference and embrace our mission of creating real change, we invite you to join us at PACS. Together, let’s shape the future of healthcare! 

Join Our Team and Thrive! 

At PACS, we believe our employees are our greatest asset. That’s why we offer an exceptional benefits package designed to enhance your well-being and support your lifestyle. 

Our comprehensive benefits include: 

• Health Coverage: Enjoy plans to keep you and your family healthy. 

• PTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge. 

And More!

Join us at PACS and take advantage of a workplace that truly values you! 

General Purpose 

We are looking for a dedicated and customer-focused IT Support Tier 1 professional to join our IT Support team. As an IT Support Tier 1, you will be the initial point of contact for our internal employees, delivering timely and efficient technical assistance. Your main responsibility will be to troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools. 

Essential Duties 

• Provide technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance. 

• Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions. 

• Install, and update software applications, and hardware peripherals. 

• Troubleshoot IT related issues pertaining to software, hardware, and networking within our environment. 

• Educate end-users on best practices and self-help procedures, helping them resolve common IT problems independently. 

• Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures. 

• Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement. 

• Participate in on-call rotation and provide after-hours support when necessary. 

Qualification: 

Education and/or Experience 

• High school diploma or equivalent; a relevant IT certification or degree is a plus. 

• Proven experience in a customer-facing technical support role or relevant internship experience. 

• Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace). 

• Basic knowledge of computer hardware components, printers, and mobile devices. 

• Excellent communication and customer service skills, with a patient and empathetic approach to problem-solving. 

• Ability to work independently and collaboratively in a fast-paced environment. 

• A strong commitment to maintaining confidentiality and data security. 

Language Skills 

• Capable of effective communication in both written and spoken form. Can understand and participate in conversations on familiar topics, as well as comprehend standard business correspondence and documentation. 

Mathematical Skills 

• Familiarity with basic mathematical concepts and operations. Able to perform simple calculations and understand elementary mathematical principles. May require support or training to apply mathematical skills in the context of the job. 

Troubleshooting Methodology 

• Skilled in logical reasoning and analytical thinking. Capable of evaluating information, identifying relationships, and drawing logical conclusions. Able to solve moderately complex problems independently and effectively communicate reasoning processes. 

Certificates, Licenses, Registrations 

• CompTIA A+ Preferred 

Physical Demands 

• Position will require travel to local office in Drax Hall, St. Ann

• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential requirements. 

 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Essential functions may require maintaining the physical condition necessary for sitting, walking or standing for prolonged periods of time; operating a computer and keyboard; near visual acuity to review written documentation; ability to hear and understand speech at normal room levels and on the telephone; manual dexterity to operate process equipment; lifting 25 pounds, bending and stooping; lifting computers; running network cables; connecting and testing networking; traveling to client sites; and walking and carrying devices on stairs and crawl spaces.