Tier I IT Support Specialist

REE Medical

3d•$25 - $30•Remote

About The Position

The Tier I IT Support Specialist is the first point of contact for end‑users experiencing technical issues. This role focuses on responding to support requests, troubleshooting basic hardware/software challenges, assisting in system access needs, and escalating more complex issues to Tier II support when necessary. Tier I ensures excellent customer service, accurate documentation, and smooth day‑to-day IT operations.

Requirements

Foundational knowledge of computer hardware, operating systems, and common productivity applications.
Basic troubleshooting skills for desktops, laptops, mobile devices, and peripherals.
Strong communication and customer service skills.
Ability to follow instructions, documented workflows, and troubleshooting guides.
Strong organizational skills and attention to detail.
Familiarity with ticketing systems and IT support tools.
Ability to multitask in a fast‑paced environment and prioritize incoming requests.
Willingness to learn new technologies and grow within the IT support team.
Ability to write clear, concise, user‑friendly documentation (KB articles, tutorials, FAQs).

Nice To Haves

A degree in Information Technology, Computer Science, or related field — or equivalent experience.
Certifications such as CompTIA A+ or Microsoft 365 Fundamentals.
2+ years of technical support or helpdesk experience.

Responsibilities

Provide frontline technical support for end-users via ticketing system, phone, chat, or in person.
Troubleshoot and resolve basic hardware, software, and peripheral issues.
Assist users with account access, password resets, MFA issues, and profile setups.
Install, configure, and maintain workstations, laptops, monitors, and standard applications.
Perform onboarding and offboarding tasks, including account provisioning/deprovisioning, issuing and reclaiming equipment, and ensuring proper system access controls.
Create, update, and maintain internal Knowledge Base (KB) articles to ensure accurate, consistent, and accessible documentation for end‑users and IT staff.
Follow documented procedures and troubleshooting steps to ensure consistent issue resolution.
Escalate unresolved or complex issues to Tier II in a timely and clear manner.
Document all work performed, including problem details, steps taken, and final resolutions.
Maintain IT inventory records for equipment issuance and return.
Participate in routine system checks, workstation updates, and basic maintenance tasks.
Provide excellent customer service and communicate effectively with users at all levels.
Other duties as assigned.