IT Support Specialist

Our client is building a best-in-class Tier 3 Support team and is looking for experienced, service-minded professionals to join their growing organization. This is a direct hire opportunity with a company known for investing in its people and maintaining a strong team culture. In this role, you will provide high-level phone-based troubleshooting and technical support for client-facing equipment and software. While you’ll receive full training on their proprietary systems, an existing IT background is critical. This is not an entry-level role—ideal candidates will have experience in Tier 2 or Tier 3 support and the ability to handle consultative conversations tactfully, especially when determining next steps such as sending loaner equipment or escalating technical issues. You will be speaking with customers daily, so a confident and professional phone presence is essential. Exposure to HIPAA-regulated data and sensitive files may occur, so an understanding of data privacy and security protocols is a big plus. Military experience is highly valued —our client appreciates the structure, communication skills, and problem-solving mindset service members bring to the table. Responsibilities: Answer inbound client calls and provide advanced troubleshooting for technical and equipment-related issues Use IT knowledge to diagnose hardware and software problems Provide consultative support, which may include discussing options for sending out loaner equipment at a cost Escalate issues when necessary and document all actions in internal systems Maintain HIPAA compliance and handle all sensitive information with care Collaborate with internal teams to ensure a seamless and effective support experience Work a rotating 4-day, 10-hour schedule (coverage between 8:30 AM and 8:00 PM EST) Qualifications: Prior experience in IT support (Tier 2 or Tier 3 preferred) Excellent phone presence and strong verbal communication skills Ability to manage technical support calls with professionalism and empathy Comfort having tactful conversations around service options and customer decisions HIPAA knowledge or experience working in a sensitive-data environment is a strong plus Military background is highly valued Willingness to learn proprietary software and apply IT knowledge in a hands-on environment Team-first mindset and desire to grow within a high-retention team Bonus Skills (Not Required): CompTIA A+, Network+, or other relevant certifications Experience with helpdesk, CRM, or ticketing systems Background in healthcare IT, diagnostics, or related fields Interested candidates should apply today to learn more about this opportunity. We are proud to partner with this client and help build a team that delivers best-in-class service and support. #J-18808-Ljbffr