IT Support Specialist I

Job Description

Job Description

This is an IN-OFFICE position in our FORT MYERS Office.

About Us:

TeleSpecialists is a rapidly growing national telemedicine company seeking the right talent to join our team. We provide emergent and routine neurology and psychiatry services in over 300 hospitals across the country and continuing to expand services. We are seeking the right talent to join our team and help us with our mission of impacting patients, providing timely high-quality care to patients, and transforming the future of healthcare. We have an innovative and entrepreneurial culture that provides the opportunity for personal and professional growth.

Tele Specialists Offers:

• A great culture with a team environment
• A fun, diverse work environment
• A rapidly growing company with career advancement opportunities
• Medical, Dental and Vision benefits
• 401k match
• Paid Vacation
• Leadership Training Classes
• Mentorship Program
• Tuition Reimbursement

About the Role:

The IT Support Specialist provides first-level technical support to employees, physicians, and other users working remotely and from corporate locations. Under general supervision, this position installs, configures, maintains, tests, and troubleshoots computers, applications, peripheral equipment, and network connectivity.

The position resolves routine technical issues, documents support activities, communicates clearly with users, and escalates complex or high-impact issues to the appropriate resource. The IT Support Specialist I also supports technology deployments, equipment inventory, user training, and other IT initiatives.

Duties and Responsibilities:

• Responds to technical support requests involving hardware, software, user accounts, applications, peripheral devices, and network connectivity.
• Troubleshoots and resolves routine incidents involving Microsoft 365, Windows, Microsoft Entra ID, multifunction printers, Five9, Domo, Telecare, and other supported applications.
• Creates, updates, and maintains accurate helpdesk tickets, including troubleshooting steps, user communications, resolutions, and escalation details.
• Prioritizes support requests based on urgency, operational impact, and established IT procedures.
• Escalates unresolved, recurring, security-related, or high-impact issues to the appropriate internal team or vendor.
• Communicates status updates, expected next steps, and resolutions clearly and professionally to users.
• Installs, configures, deploys, and maintains computers, workstations, peripheral devices, and related equipment.
• Performs routine system testing, preventive maintenance, software updates, and equipment replacement activities.
• Provides individual instruction and user training for new or updated technologies, applications, and IT processes.

• Creates and maintains technical documentation, knowledge articles, project records, user instructions, and support procedures.
• Tracks technology assets, inventory levels, equipment assignments, and related records.
• Supports employee onboarding and offboarding activities, including equipment preparation, account-related requests, and access verification.
• Assists in evaluating hardware, software, and technology solutions.
• Supports the implementation of technology projects with moderate scope and operational impact.
• Participates in testing and implementation activities for new applications, systems, and technology solutions.
• Identifies recurring technical issues and recommends improvements to documentation, processes, or system configurations.
• Maintains current knowledge of supported technologies, security practices, applicable regulations, and industry trends.
• Protects confidential, proprietary, and sensitive information in accordance with organizational policies and applicable requirements.
• Participates in a rotating after-hours on-call support schedule.
• Performs other job-related duties as assigned.

Qualification:

• High school diploma or GED required.
• At least six months of relevant technical support, service desk, desktop support, or related experience required.
• Relevant higher education, technical training, certifications, or directly related experience may be considered in place of the stated experience requirement.
• Experience supporting users in healthcare, telemedicine, clinical operations, or another time-sensitive environment.
• Experience supporting electronic medical record systems or healthcare-related applications.
• Experience with service desk, endpoint management, remote support, asset management, or contact center platforms.
• Relevant entry-level technology certifications are preferred but not required.

Knowledge, Skills, and Abilities:

• Basic knowledge of computer hardware, operating systems, business applications, peripheral devices, networking, and telecommunications.

• Familiarity with Windows, Microsoft 365, Microsoft Entra ID, SharePoint, Microsoft Teams, and common productivity applications.
• Ability to troubleshoot and resolve routine hardware, software, account access, application, and network connectivity issues.
• Ability to follow established procedures while recognizing when an issue requires escalation.
• Strong customer service, interpersonal, and verbal and written communication skills.
• Ability to explain technical information clearly to users with varying levels of technical knowledge.
• Ability to document technical issues, troubleshooting activities, and resolutions accurately.
• Strong organizational skills and attention to detail.
• Ability to manage multiple support requests and adjust priorities based on operational needs.
• Ability to work effectively both independently and collaboratively in a remote and team-based environment.
• Participation in a rotating after-hours on-call schedule is required.
• Occasional work outside normal business hours may be required to support maintenance, deployments, or urgent operational issues.

Travel Requirements (if applicable): 5% - 10% (occasional travel may be required)

Other Duties:

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Duties, responsibilities, and activities may change or be assigned at any time based on business needs.

Physical Requirements:

• Must be able to remain in a stationary position (sitting or standing) for prolonged periods, often up to 75% of the workday.
• Needs to occasionally move about inside the office to access file cabinets, office machinery, or shared workspaces.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and printer.
• Must be able to exchange accurate information with clients and co-workers in person, over the phone, and via digital platforms.
• Occasionally moves or transports office supplies, files, or equipment weighing up to 25 pounds.
• Occasionally positions self to maintain files in cabinets or access equipment stored in low or high areas.
• Requires close visual acuity to perform activities such as preparing and analyzing data, transcribing, and viewing a computer monitor for extended periods. 

Equal Employment Opportunity & ADA Statement

The Company is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law. The Company will provide reasonable accommodations for qualified individuals with disabilities in accordance with applicable laws