Technical Support Specialist I

Technical Support Specialist I

Leawood, KS

EyeCare Partners is the nation's leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum.

Job Title: Technical Support Specialist I

MUST LIVE IN ONE OF OUR 18 STATES: Missouri, Florida, Kansas, Kentucky, Pennsylvania, Virginia, New Jersey, Texas, Minnesota, Michigan, Oklahoma, Alabama, North Carolina, Georgia, Illinois, Ohio, Indiana, Arizona

Job Summary

The Technical Support Specialist I is the entry-level support position within ECP's Technical Support Services organization. This position provides technology support to corporate, administrative, and clinical users while developing the technical, customer-service, and operational competencies required for advancement.

This job description is shared by the Service Desk and Field Services functions; however, each employee will be assigned to one of these functions based on the position for which they are hired. Service Desk specialists provide inbound remote support through telephone, email, chat, portal, and related support channels. Field Services specialists provide hands-on onsite support at assigned ECP locations. Both roles are considered in-person support roles with limited remote or hybrid-work opportunities.

Duties and Responsibilities

• Take ownership of inbound technology issues and service requests, working them through resolution or ensuring a clear and effective transfer of ownership is achieved when escalation is required.
• Diagnose and troubleshoot issues with urgency, recognizing that reliable technology directly supports clinical operations and patient care.
• Fulfill approved service requests accurately and within established procedures and service-level expectations.
• Prioritize work based on business impact, urgency, patient-care impact, and the needs of affected customers.
• Provide a responsive, respectful, and service-focused customer experience, demonstrating empathy and a commitment to helping customers remain productive.
• Communicate clearly and proactively with customers and stakeholders regarding status, expectations, workarounds, next steps, and resolution.
• Maintain complete and accurate documentation of troubleshooting, communications, resolutions, asset information, and escalation activity in the ITSM platform and other approved systems.
• Collaborate with infrastructure, applications, networking, security, clinical technology, vendors, and other support teams to restore service and address customer needs.
• Protect ECP, employee, and patient information by following identity-verification, access-control, privacy, security, and data-handling requirements.
• Use and improve knowledge articles, troubleshooting guides, and standard operating procedures to support consistent and efficient service delivery.
• Participate in assigned training, coursework, certification activities, and technical validations to strengthen individual and team capability.

Education

High School Diploma or GED Required

Experience Requirements

• Foundational understanding of computer hardware, operating systems, software, networking, and troubleshooting.
• Ability to communicate technical information clearly to nontechnical customers.
• Demonstrated customer-service, organization, documentation, and problem-solving skills.
• Ability to complete the ECP Technical/Service Level I coursework, certifications, competency requirements, and technical validations established by ECP.
• Previous technical support experience, particularly in a medical environment, technical education, or a foundational industry certification is preferred but not required.
• Valid driver's license and ability to travel will be required for Field Services assignments.

Knowledge, Skills and Abilities Requirements/ Service Desk Responsibilities

• Receive and take ownership of inbound incidents and requests submitted through telephone, email, chat, portal, monitoring alerts, and other approved channels.
• Provide a responsive, respectful, and service-focused first point of contact for technology support.
• Assess urgency, business impact, and patient-care impact to ensure work is prioritized and addressed appropriately.
• Perform remote troubleshooting and request fulfillment using approved support and management tools.
• Resolve issues during the initial interaction whenever possible while maintaining clear customer expectations.
• Coordinate timely escalation for issues requiring onsite support, specialized access, or advanced technical expertise, remaining engaged through an effective handoff.
• Communicate proactively with customers regarding status, next steps, workarounds, and resolution.
• Maintain availability and adherence to established Service Desk schedules, service levels, and call-handling standards.

Field Services Role Responsibilities

• Proficient computer skills, particularly in Microsoft
• Good understanding of insurance payers and enrollment methods.
• Ability to diagnose and resolve basic enrollment issues
• Excellent organizational skills
• Desire to gain industry knowledge and training
• Demonstrates initiative in accomplishing goals
• Ability to grow, adapt, and accept change
• Consistently creating a positive work environment by being team-oriented
• Excellent verbal, written, and social skills.
• Ability to work overtime if/when needed

Location

Work takes place in a remote work environment. Travel to other locations may be necessary to fulfill the essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and their driving record must meet company liability carrier standards.

If you need assistance with this application, please contact View phone number on click.appcast.io

EyeCare Partners is an equal opportunity/affirmative action 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.

Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management right to assign or reassign duties and responsibilities to this job at any time.