IT Support Specialist

ABOUT US:

For more than 30 years, One Call has served the workers’ compensation industry by coordinating care for injured workers in partnership with our high-quality provider network.

ROLE:

IT Support Specialists deliver hands-on technical support to ensure seamless operation of end-user devices, applications, and peripherals across the organization.

GENERAL DUTIES & RESPONSIBILITIES:

• Provide Tier 1-2 technical support to end-users, diagnosing and resolving hardware, software, network, and application issues promptly via remote tools, phone, or in-person.
• Image, configure, test, and deploy desktops, laptops, mobile devices, and peripherals, ensuring compliance with security standards and organizational policies.
• Maintain accurate IT asset inventory records, including tracking hardware lifecycle, software licenses, shipping/receiving, and secure disposal.
• Troubleshoot complex issues, perform root cause analysis on recurring problems, and collaborate with other IT teams for escalation and resolution.
• Document incidents, solutions, and procedures clearly in the ticketing system to build team knowledge and improve service delivery.
• Participate in IT projects such as hardware refreshes, system upgrades, software rollouts, and process optimizations.
• Monitor support metrics (e.g., resolution time, customer satisfaction) and contribute ideas for continuous improvement.
• Stay current with emerging technologies, tools, and best practices to deliver efficient support.

EDUCATIONAL AND EXPERIENCE REQUIREMENTS:

• High school diploma or equivalent; Associate's degree in Information Technology, Computer Science, or related.

GENERAL KNOWLEDGE, SKILLS & ABILITIES:

• Strong customer service orientation with excellent communication skills (verbal and written) and active listening.
• Proficiency in troubleshooting Windows/Mac OS, Microsoft 365, common applications, and endpoint hardware.
• Experience with remote support tools, imaging software, and diagnostic utilities.
• Solid problem-solving, critical thinking, and analytical skills.
• Ability to work independently or collaboratively in a team environment.
• Enthusiasm for learning new technologies and adapting to a fast-paced setting.
• Basic knowledge of IT service management (e.g., ITIL principles) and inventory management.

If your qualifications align with this role, we encourage you to apply and submit your most up-to-date resume.