Technical Support Specialist (Help desk)

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., * 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.

Do you have a valid Driver’s License license?, Do you have experience in Customer communication?, Do you have a Trade school?, * 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.

EDUCATION AND/OR EXPERIENCE

• High School diploma or equivalent

SYSTEMS AND TECHNOLOGY

• Proficient in Office 365, ServiceNow, A+ certification preferred

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. For more information, visit www.eyecare-partners.com.