What are the responsibilities and job description for the Technical Support Specialist position at MediDrive, LLC?
Technical Support Specialist
About MediDrive
MediDrive is a healthcare technology company delivering transportation management solutions to health plans, providers, and transportation partners nationwide. We operate mission-critical systems that support patient transportation and healthcare access. Reliability, security, and responsiveness are essential to our success.
Position Overview
MediDrive is seeking an Technical Support Specialist to support our Glen Allen, VA office and provide Level 1 technical support to our employees.
This role combines internal IT support with external client-facing technical assistance. You will be responsible for maintaining employee productivity, troubleshooting workstation and device issues, assisting clients with application access and basic troubleshooting, and ensuring tickets are properly documented and escalated when needed.
You will serve as the first line of defense for technical issues across the organization.
Key Responsibilities
Internal IT Support (Office-Based)
Provide on-site technical support for employees (Windows, macOS, printers, monitors, peripherals)
Configure and deploy laptops and workstations
Assist with onboarding and offboarding (account setup, device provisioning, access control)
Troubleshoot network connectivity, VPN access, and email issues
Manage and maintain conference room equipment
Coordinate with vendors for hardware procurement and repair
Maintain IT asset inventory and documentation
Ensure systems comply with company security standards
Client-Facing Level 1 Support
Respond to inbound technical support requests from clients
Assist users with:
Downloading and installing mobile or web applications
Clearing browser cache and cookies
Password resets
Basic troubleshooting steps
Device compatibility questions
Log and document all tickets accurately in the support system
Escalate complex issues to Level 2 / Engineering teams
Follow up with clients to ensure resolution and satisfaction
Qualifications
Required:
2–5 years of IT support or help desk experience
Strong troubleshooting skills (Windows, macOS, browsers)
Experience with ticketing systems (Jira, Zendesk, Freshdesk, etc.)
Excellent communication skills (clear, patient, professional)
Ability to work on-site in Glen Allen, VA
Strong organizational skills and attention to detail
Preferred:
Experience supporting SaaS applications
Familiarity with HIPAA or healthcare technology environments
Basic networking knowledge (DNS, DHCP, VPN concepts)
Experience with device management tools (Intune, MDM, etc.)
Key Traits for Success
Calm under pressure
Process-driven
Strong documentation habits
Customer-service mindset
Takes ownership of issues
Proactive, not reactive
What We Offer
Competitive salary
Health benefits
Growth opportunities within a fast-scaling healthcare technology company
Opportunity to work in a mission-driven environment improving healthcare access