Corp/Technical Support Specialist I (IT Help Desk)

Eye Care Partners Career Opportunities is hiring an entry-level Technical Support Specialist I to support corporate, administrative, and clinical technology users through the company’s Technical Support Services organization. This hybrid role in St. Louis, Missouri blends day-to-day help desk work with structured training and technical validations to build customer-service, operational, and technical capabilities for future advancement.

What you will do

• Own inbound technology issues and service requests, driving each case through resolution and ensuring a clear handoff when escalation is needed.
• Diagnose and troubleshoot problems with urgency, understanding that dependable technology supports clinical operations and patient care.
• Complete approved service requests accurately and within established procedures and service-level expectations.
• Prioritize incoming work based on business impact, urgency, patient-care impact, and the needs of affected customers.
• Deliver a responsive, respectful, service-oriented experience, including empathy that helps customers stay productive.
• Communicate proactively and clearly with customers and stakeholders on status, expectations, workarounds, next steps, and resolution.
• Maintain complete and accurate documentation of troubleshooting steps, 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 meet 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.
• Complete assigned training, coursework, certification activities, and technical validations to strengthen individual and team capability.

Required and preferred qualifications

• Foundational understanding of computer hardware, operating systems, software, networking, and troubleshooting.
• Ability to explain technical information clearly to nontechnical customers.
• Demonstrated customer-service, organizational, 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.

Tools you will use

• Technologies: Office 365, ServiceNow
• System proficiency: Proficient in Office 365 and ServiceNow (A+ certification preferred)

Location and work schedule

• St. Louis, Missouri
• Hybrid work schedule

Physical requirements

The physical demands described are representative of those required to perform essential functions, with reasonable accommodations available. While performing duties, the employee is frequently required to stand, walk, sit, reach with arms and hands, talk, and hear. The individual must occasionally lift and/or move up to 50+ pounds. Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.