Support Services Technician I – Tier 1

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PEAKE Technology Partners

WebsiteLinkedInAll Job Openings

11 - 50 employees

⚕️ Healthcare Insurance

🔒 Cybersecurity

Healthcare Insurance • IT Services • Cybersecurity

PEAKE Technology Partners is a company that specializes in providing IT solutions specifically tailored for healthcare organizations, with a strong focus on supporting healthcare excellence. Their services include IT operations and support, cybersecurity and compliance, cloud services, and voice solutions. PEAKE offers strategic technology solutions that empower healthcare practices to innovate, adapt, and grow, while ensuring the highest levels of security and compliance with industry standards like HIPAA. They aim to enhance operational efficiency and patient care by delivering custom, scalable, and reliable IT support for multi-location organizations with complex IT environments in medical specialties. Their mission is to advance healthcare missions by reducing risks, improving efficiency, and creating more positive work environments through technology.

📋 Description

• Provide front-line technical support via phone, email, portal, and remote tools within defined SLA targets • Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to Health Care systems • Accurately log, categorize, and document all service requests in ConnectWise • Perform common service desk tasks including account provisioning, password resets, and access management • Diagnose issues efficiently and drive resolution or escalation based on priority and impact • Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4) • Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle • Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate • Contribute knowledge base articles and support knowledge-centered service practices • Follow up on tickets to ensure full resolution and a positive customer experience • Support adherence to HIPAA, security, and compliance standards in all interactions

🎯 Requirements

• High school diploma required, Associate’s or bachelor’s degree in IT or related field preferred • 6+ months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred) • Working knowledge of Windows, macOS, and Microsoft 365 environments • Basic understanding of networking concepts (DNS, DHCP, VPN) • Strong troubleshooting skills and technical aptitude • Excellent verbal and written communication skills • Customer-service mindset with patience, professionalism, and accountability • Familiarity with ITSM/ITIL concepts and ticketing systems (preferred) • Ability to work within structured processes and meet performance expectations

🏖️ Benefits

• Predictable service delivery • Continuous improvement • Strong team culture • Exceptional client experience