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Technical Support Specialist

Brooks Rehabilitation Phoenix, AZ

Phoenix, AZ

Today

Full time Customer Support End User Support Help Desk Support

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Job Description

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

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