Technology Support Specialist

Company Overview:

Upward Health is an in-home, multidisciplinary medical group providing 24/7 whole-person care. Our clinical team treats physical, behavioral, and social health needs when and where a patient needs help. Everyone on our team from our doctors, nurses, and Care Specialists to our HR, Technology, and Business Services staff are driven by a desire to improve the lives of our patients. We are able to treat a wide range of needs – everything from addressing poorly controlled blood sugar to combatting anxiety to accessing medically tailored meals – because we know that health requires care for the whole person. It's no wonder 98% of patients report being fully satisfied with Upward Health!

Job Title & Role Description:

The Technology Support Specialist is a critical member of the Upward Health Technology Department, responsible for delivering front-line technical support for a variety of end-user systems while assisting with the maintenance of Upward Health's logistical operations. The role is perfect for an individual who thrives in high-demand environments, is familiar with Microsoft and Android platforms, and enjoys teaching users while offering effective technical support. This position offers the opportunity to gain valuable experience in service and technical roles while being part of a collaborative team focused on system administration, support, and training for our clinical teams across the United States.

Skills Required:

• Strong understanding of Microsoft and Android platforms.
• Proficiency with Microsoft administrative tools, including Excel, Outlook, SharePoint, Teams, Visio, and Word.
• Expertise in troubleshooting technical issues and providing timely solutions.
• Ability to perform device and account-level configuration and maintenance, ensuring system security.
• Skilled in creating and maintaining documentation, knowledgebases, and training resources.
• Excellent communication skills, both verbal and written, with a focus on customer service and approachability.
• Ability to work independently while being part of a dynamic, team-oriented environment.
• Ability to deliver reports and summaries to management highlighting technical issues and proposing resolutions.
• Fluency in English required; Spanish fluency is a plus.

Key Behaviors:

Customer-Oriented: 

• Demonstrates a focus on providing excellent customer service, ensuring end users receive clear, friendly, and timely assistance.

Problem-Solving: 

• Approaches issues with a positive attitude, using available resources and knowledge to solve user problems efficiently.

Adaptability: 

• Remains flexible in adjusting to evolving work conditions and new technologies or systems.

Attention to Detail: 

• Carefully documents all support tickets, user interactions, and troubleshooting steps.

Effective Communication: 

• Communicates issues and solutions clearly and effectively, both verbally and in writing, to non-technical users.

Active Listening: 

• Listens carefully to users to understand their issues fully before taking action.

Team Collaboration: 

• Works well in a team environment, collaborating with other support staff to resolve issues quickly and efficiently.

Time Management: 

• Manages multiple tasks simultaneously, prioritizing issues based on urgency and impact.

Patience: 

• Displays patience when dealing with frustrated or non-technical users, ensuring they feel supported throughout the process.

Learning Mindset: 

• Continuously seeks opportunities to learn new technologies, tools, and processes to improve service delivery.

Competencies:

Technical Troubleshooting: 

• Ability to identify, diagnose, and resolve basic technical issues related to hardware, software, and network problems.

Knowledge of IT Systems: 

• Understanding of operating systems (Windows, macOS, Linux), office applications (Microsoft Office Suite), and common software used in a business environment.

Ticketing System Proficiency: 

• Experience using help desk software (e.g., Jira, ServiceNow, Zendesk) for tracking support requests and progress.

Basic Networking Knowledge: 

• Familiarity with networking basics, such as IP addresses, DNS, and troubleshooting connectivity issues.

Knowledge Base Management: 

• Ability to maintain and update documentation and internal knowledge bases for common problems and solutions.

System Setup and Configuration: 

• Competence in setting up and configuring hardware (PCs, laptops, printers) and software applications.

Security Awareness: 

• Understanding of basic security principles, such as password management, phishing threats, and device security protocols.

Escalation Procedures: 

• Knowledge of when and how to escalate complex issues to higher-level support or specialized teams.

End-User Support: 

• Ability to support end users with software installations, troubleshooting, and answering questions on system usage.

Documentation and Reporting: 

• Competence in documenting user issues, troubleshooting steps, and resolutions in a clear and organized manner.

Upward Health is proud to be an equal opportunity employer. We are committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position.