Position Title: Technical Support Specialist I
Pay Range: $27.47 - 38.30
Department: IT
Reports to: Manager, Technical Support
Location: Hybrid, NYC Area
Schedule: Full-time; 10am - 6pm Monday - Friday
Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.
Position Overview:
The Tech Support Specialist I position provides frontline technical support in a 24/7/365 environment, serving as primary point of contact for users experiencing technical issues. This role is responsible for troubleshooting common problems, documenting support activity accurately, resolving incidents within established procedures, and escalating issues to the appropriate teams when additional expertise is required. Success in this role requires strong customer service, clear communication, dependable follow-through, attention to detail, and the ability to work effectively in a fast-paced support environment.
Duties/Responsibilities:
Respond to and resolve incoming support tickets, walk-ups, and phone requests within established SLAs.
Troubleshoot Windows/macOS systems, standard business applications, and basic network connectivity issues.
Perform password resets, MFA troubleshooting, and account unlocks.
Image, configure, and deploy laptops and desktops for new hires and refresh cycles.
Support printers, conference rooms, and A/V systems.
Accurately document troubleshooting steps and resolutions in the ticketing system.
Escalate unresolved or complex issues to Tier 2 with proper documentation.
Maintain accurate asset tracking and inventory records.
Assist with device collection, secure wipe, and redeployment during offboarding.
Travel for site visits as needed.
Additional duties as assigned.
Required Skills/Abilities:
Strong technical troubleshooting skills across hardware, software, and networking environments.
Experience supporting on-premise architecture, SaaS, PaaS, and/or IaaS environments.
Ability to follow documented procedures and technical instructions.
Willingness and ability to learn new technologies, processes, and support procedures.
Working knowledge of Microsoft Office desktop applications and Microsoft 365.
Working knowledge of Microsoft Windows 10, Windows 11, and macOS.
Working understanding of TCP/IP and networking fundamentals.
Experience with Genesys Cloud and Salesforce preferred.
Strong communication and documentation skills.
Team-oriented mindset with a positive attitude and strong customer service focus.
Strong problem-solving skills and attention to detail.
Strong customer service.
Ability to manage multiple requests and priorities.
Required Qualifications:
An associate or bachelor’s degree in computer science or related field required or an additional 3+ years of experience.
1+ years of experience in a technical support position.
Computer systems Certifications a plus (Comp TIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365, Fundamentals, Microsoft Technology Associate).
Experience supporting 24/7 or shift-based technical support environments preferred.
Physical Requirements:
Ability to remain seated or standing for extended periods while working at a computer or support station or moving between workstation areas as needed.
Ability to occasionally lift, carry, move, or reposition computer equipment and peripherals, typically up to 25-30 pounds.
Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
Will frequently communicate over video calls with internal and external stakeholders.
We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range…