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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist I - **Company:** Innovation Associates - **Location:** Indianapolis, IN, United States - **Experience:** Starter - **Salary:** $62,500.0 - $72,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, JIRA, Microsoft Outlook, Client Server Models, Relational Databases, Domain Name System (DNS), Firmware, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Windows Search, Networking Basics, Microsoft PowerPoint, Salesforce.Com, SQL Databases, TCP/IP, Windows Desktop, Diagnostic Tools, Firewalls (Computer Science), Hardware Infrastructure, Zendesk, Server Operating Systems & Platforms, Servicenow - **Published:** July 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=bda468b29821ee3f ## About the Role * Associates degree with 1+ years of experience in a technical support, help desk, or customer service environment, or equivalent proven experience. * Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate and resolve technical issues. * Compliance responsibilities (HIPAA, PHI Handling), secure handling of logs, access, and credentials. * Excellent verbal and written communication skills. * Professional, customer focused demeanor with the ability to remain composed under pressure. * Effective communicator with both technical and non-technical stakeholders. * Organized, analytical, and methodical in troubleshooting. * Works well in a fast-paced environment. * Ability to perform remote troubleshooting and guide customers of varying technical skill levels. * Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed. Even better if you have: * Experience in healthcare or pharmacy-related environments. * Experience supporting integrated software and hardware solutions in production environments. * Basic familiarity with Microsoft Windows desktop and server operating systems. * Familiarity with support platforms such as Salesforce, ServiceNow, Zendesk, Or Jira. * Basic of client-server applications, networking fundamentals (TCP/IP, DNS, VPN, etc.), firewall operations, SQL & relational databases, Windows desktop and Server OS. * Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Outlook) Applicants must be authorized to work for ANY employer in the U.S. Employer will not sponsor applicants for work visas. ## Description The Technical Support Specialist I supports customers operating NEXiA Proprietary automated pharmacy fulfillment systems in live production environments. This role requires a dedicated customer centric, solutions driven individual to provide first point of contact for support inquiries, ensuring accurate issue triage, documentation, and resolution while delivering exceptional customer experience. What you'll do: * Support NEXiA automated pharmacy fulfillment solutions operating in live production environments. * Serve as the initial point of contact for customer technical issues via phone, email, or ticketing system. * Troubleshoot issues related to NEXiA, hardware and automation systems, basic network connectivity, communication, and configurations. * Accurately log all tickets, communications, and findings in the support system. * Perform incident triage, classify issue severity, and escalate when appropriate. * Walk customers through step-by-step solutions with clarity, professionalism, and empathy. * Use diagnostic tools, logs, and internal resources to identify suspected hardware failures and determine if components require RMA. * Issue RMAs and coordinate replacement shipments as needed. * Provide guidance on installing new or replacement equipment and applying software/firmware updates. * Follows documented workflows & meets established SLA targets. * Provide suggested updates to troubleshooting guides, or knowledge-base documentation, or suggestions for new items, as needed. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Quick guide: How to write a Software Developer CV](https://www.wearedevelopers.com/magazine/37-quick-guide-how-to-write-a-software-developer-cv) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)