Tier 1 Help Desk Support Specialist Weekdays + Weekends Remote - Must reside in NM, TX, OK, or LA

Job Description

Job Description

Description:  Candidate Must Reside in New Mexico, Texas, Oklahoma, or Louisiana.
Candidates must be available to work weekends and selected weekdays
Specific work shifts will be communicated to successful candidates prior to their start date.
Full-Time  Remote  (Applicant MUST reside in NM, TX, OK, or LA)

$13.00 to $16.50

Make a Difference with Every Call

Are you passionate about technology and love helping people solve problems? At UnityBPO, we empower healthcare professionals by ensuring their technology works seamlessly—so they can focus on what really matters: patient care.

Who We Are

UnityBPO is a leading healthcare IT company dedicated to supporting front-line healthcare workers and their patients. From our headquarters in Albuquerque, NM, we serve clients across the country with a remote team based in   New Mexico, Texas, Oklahoma, and Louisiana.  

Our culture is built on respect, honesty, and growth. We provide ongoing training, support your pursuit of certifications, and offer real opportunities for career development—all while making a meaningful difference in healthcare every day.

As a Tier 1 Help Desk Support Specialist , you'll be a vital part of our support team, helping clinicians, administrative staff, and healthcare providers resolve technical issues efficiently and empathetically. You’ll be the first line of support for our clients, delivering exceptional service that directly impacts patient outcomes.

What You’ll Do

• Provide first-level technical support for hardware and software problems, (Microsoft Office, VPN, Active Directory, customer specific software applications, laptops, desktops, printers, VOIP telephony, etc.).
• Provide first-line (Tier 1) support, escalating complex issues to Tier 2 as needed.
• Support multiple clients
• Identify and document customer issues clearly and accurately
• Escalate unresolved tickets to appropriate internal teams as needed
• Accurately assign ticket urgency and impact following ITIL best practices
• Assist clinicians—including doctors, nurses, and therapists—with EHR usability
• Deliver outstanding customer service through clear communication, patience, and empathy
• Provide offline assistance
• Performs other duties as assigned to support team and business objectives

Requirements and Preferences

• High School diploma or GED (or equivalent experience)
• Must have hard wired connection to router.
• Reliable high-speed internet connection required; satellite internet is not supported due to latency and stability limitations. 
• Must be familiar with Microsoft Authenticator , able to explain its setup and use to end users and able to use it to securely access company systems.
• Previous experience in a customer service or technical support role
• Basic knowledge of PC operations and desktop applications
• Strong verbal and written communication skills
• Ability to multitask and problem-solve in a fast-paced environment
• Openness to feedback and eagerness to learn
• Adaptability and self-motivation in a remote work setting

Before You Apply

Please complete the speed test using Speedtest by Ookla - The Global Broadband Speed Test @ speedtest.net and please send a screen shot of the upload and download speeds to View email address on ziprecruiter.com .

To ensure accuracy, please ensure that your PC is connected to the router using an Ethernet connection.

Satellite internet is not supported due to latency and stability limitations.

Preferred but not required:

• CompTIA A+ certification
• Experience working in Electronic Health Record (EHR) systems
• Familiarity with medical terminology

Why Join UnityBPO?

• Mission-Driven Work: Support healthcare teams and improve patient lives through technology
• Career Growth: We invest in your development and pay for technical certifications
• Remote Flexibility: Work from the comfort of your home in NM, TX, AZ, or CO
• Inclusive Culture: We welcome applicants of all ages and backgrounds, including stay-at-home parents and retirees
• Leadership Access: Share your ideas directly with leadership, including the CEO
• Supportive Environment: Be part of a team that values transparency, communication, and collaboration

Disclaimer

• The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
• It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
• The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.