Remote IT Support & User Assistance Specialist

We are seeking a diligent and customer-focused Remote IT Support & User Assistance Specialist to join our team. In this Full-Time role, you will be the first point of contact for our internal staff, providing crucial technical support to ensure our teams can operate efficiently and effectively. This position is vital for maintaining the technological infrastructure that allows us to deliver exceptional service to our members. This is a remote position, with a preference for candidates based in or near Maryland City, Maryland, United States. Responsibilities

• Provide first-line technical support to end-users via telephone, email, and remote-access tools.
• Diagnose and resolve hardware, software, and network connectivity issues in a timely and professional manner.
• Install, configure, and maintain computer systems, mobile devices, and applications.
• Manage user accounts, passwords, and access permissions across various platforms.
• Log all support incidents and resolutions accurately within our IT service management system.
• Assist with the IT onboarding process for new employees, ensuring they have the necessary equipment and access from day one.
• Create and update user guides, knowledge base articles, and other technical documentation.
• Escalate complex or unresolved issues to the appropriate senior IT personnel or specialised teams.
• Ensure all activities adhere to the company’s IT security policies and data protection standards.

• Proven experience in an IT support, service desk, or a similar technical customer service role.
• Strong working knowledge of Windows operating systems and the Microsoft Office 365 suite.
• Familiarity with remote support software and helpdesk ticketing systems.
• Excellent troubleshooting and problem-solving abilities with a keen attention to detail.
• Outstanding communication and interpersonal skills, with the ability to explain technical concepts to non-technical colleagues.
• A proactive, patient, and customer-centric approach to providing support.
• The ability to work independently and manage time effectively in a remote setting.
• A strong commitment to maintaining confidentiality and data security, which is paramount in a healthcare environment.

• A competitive hourly wage of $28 to $38 USD, commensurate with experience.
• The flexibility and convenience of a fully remote working arrangement.
• The opportunity to be part of a supportive and collaborative team.
• A meaningful role within a mission-driven organisation that makes a tangible difference in the community.

Horizon NJ Health is a leading healthcare organisation dedicated to improving access to quality health care for low-income individuals and families. We are committed to enhancing the overall health and well-being of the communities we serve by offering a comprehensive range of services, including preventive care, wellness programmes, and mental health support.