What are the responsibilities and job description for the Senior Technical Support Specialist position at One to One Health?
Position Summary:
One to One Health is seeking a dedicated Senior Technical Support Specialist to provide essential IT support to our clinical and corporate staff, ensuring efficient performance in their roles. The successful candidate will report directly to the Director of IT, Security, and Compliance, offering technical assistance and troubleshooting for users within our expansive network of medical clinics nationwide and corporate headquarters in Chattanooga, TN. As a key member of the One to One Health IT Technical Services Team, you will be responsible for managing phone, chat, and ticket support queues, adeptly resolving technical issues, and maintaining seamless IT operations in partnership with our IT Managed Service Provider.
Job requirements:
- Serve as the point of contact for users within One to One Health, efficiently documenting support calls and resolutions
- Respond to IT support requests via phone, chat, and ticketing systems, ensuring issues are addressed promptly and effectively
- Provide remote support, ensuring that all incidents are handled professionally and efficiently
- Install and configure hardware and software across Windows, macOS, and iOS platforms
- Collaborate with an IT support team to diagnose and resolve technical issues, ensuring user satisfaction
- Ensure adherence to security and system configuration
- Help manage Microsoft 365 services including Exchange Online, SharePoint, Teams, and OneDrive
- Monitor and report on Entra ID and Microsoft 365 service health; conduct regular system reviews and performance checks
- Oversee lifecycle management for Exchange Online, SharePoint, Teams, and OneDrive environments
- Support and optimize Microsoft 365 Copilot capabilities, ensuring identity readiness and access control alignment
- Perform PC and Mac hardware troubleshooting and remediation
- Other duties as assigned
Qualifications/ Experience:
- Experience supporting a healthcare/clinical environment (EMR/EHR, clinical apps, etc.)
- Experience in Microsoft 365, Entra ID, and Active Directory environments
- Experience in MacOS and iOS management and support
- Experience supporting and maintaining a corporate network environment, specifically within the Fortinet network environment
- Adept at PC and PC peripherals repair, troubleshooting, management, and deployment
- Deep understanding of identity management, authentication protocols, and hybrid environments
- Hands-on experience with PowerShell scripting and automation
- Familiarity with Microsoft Purview, Defender, and compliance solutions
- Comfortable troubleshooting in a multi-user high availability environment
- Ability to work non-traditional hours in a support capacity
- A valid driver's license and reliable transportation are required for this role
- Microsoft or industry certifications a plus