Technical Support Specialist

Brooks Rehabilitation is hiring a Technical Support Specialist to deliver advanced, onsite service desk support in a high-volume IT environment.

Responsibilities

• Provide Tier I and Tier II technical support for hardware, software, connectivity, access, and other general technology issues.
• Independently assess, prioritize, troubleshoot, and resolve assigned incidents and service requests in a timely manner.
• Communicate clearly with customers, team members, leadership, vendors, and other support partners during the full lifecycle of each issue.
• Meet established service-level targets for response, resolution, customer communication, documentation quality, and ticket ownership.
• Monitor assigned work queues, provide timely status updates, and ensure tickets are properly resolved or escalated.
• Document troubleshooting steps, customer updates, escalation details, and resolution notes accurately in the ITSM system.
• Identify and escalate complex, urgent, or unresolved issues with appropriate details to support next-level resolution.
• Support IT projects, technology deployments, procurement-related activities, and other service desk initiatives as assigned.
• Participate in an on-call rotation to support after-hours incidents, escalations, and business-critical needs.
• Maintain productive relationships with internal departments, business lines, vendors, and other IT teams.
• Improve team effectiveness by sharing knowledge, assisting peers, and helping maintain clear support documentation.
• Follow department policies, procedures, and service standards while completing other duties as assigned.
• Install, configure, deploy, recover, and maintain end-user technology while ensuring asset records, inventory details, and assigned equipment are documented throughout the equipment lifecycle.
• Perform other duties as assigned.

Requirements

• Strong time management and prioritization skills
• Ability to meet deadlines
• Ability to manage multiple, sometimes competing priorities in a fast-paced environment
• Ability to work independently and in a team environment, including problem-solving as issues arise
• Strong communication and interpersonal skills
• Capability to productively support Brooks IT staff
• Excellent verbal and written communication skills
• A+ or Network+ Certification
• Advanced knowledge of a Windows environment
• High proficiency with office technologies and computer applications, including MS Office products and the internet
• Health Care experience preferred
• ServiceNow experience preferred

Technologies

• Windows
• MS office products
• ServiceNow
• ITSM

Onsite Location

• 18500 64th Street, Phoenix, AZ