Corp/Technical Support Specialist I (IT Help Desk)
EyeCare Partners
Summary
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.
Job description
Summary
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.
Essential Duties and Responsibilities
- 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.
Qualifications
- 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
Location
This position is located in St Louis, Missouri and offers a hybrid work schedule.
Requirements
- 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 ECP Technical/Service Level I coursework, certifications, competency requirements, and technical validations
- High School diploma or equivalent
- Proficient in Office 365 and ServiceNow
- Valid driver's license and ability to travel for Field Services assignments
- Previous technical support experience, particularly in a medical environment, technical education, or a foundational industry certification preferred
- A+ certification preferred
Company overview
EyeCare Partners is one of the largest integrated eye care providers in the United States, operating a comprehensive network of ophthalmology and optometry practices across multiple states. The company specializes in delivering comprehensive eye care services through a vertically integrated model that includes medical eye care, surgical services, optical retail, and vision correction solutions. EyeCare Partners brings together leading eye care professionals and practices under a unified platform to enhance patient access to high-quality eye care while maintaining clinical autonomy for its providers. The organization focuses on advancing eye health through innovative treatment approaches, state-of-the-art technology, and collaborative care models. By combining clinical excellence with operational efficiency, EyeCare Partners aims to improve patient outcomes while supporting the growth and development of eye care professionals within its network. The company serves a diverse patient population with a full spectrum of eye care needs, from routine vision exams to complex surgical procedures.