Support Services Technician I (Tier 1)
Job Location:
Yearly Salary:
Posted on:
20 days ago
Posted on:
Vacancies:
1 Vacancy
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Job Summary
Support Services Technician I (Tier 1) PEAKE Technology Partners
About the Role
PEAKE Technology Partners is seeking a motivated and service-driven Support Services Technician I to serve as the first point of contact for our clients primarily healthcare organizations across the United States.
In this role you will operate within a structured SLA-driven Managed Services environment delivering timely high-quality technical support while ensuring exceptional client experience. You will be responsible for resolving common IT issues maintaining accurate documentation and contributing to a predictable high-performing service desk operation.
This is an ideal role for someone who thrives in a fast-paced environment values accountability and is passionate about delivering reliable client-focused support.What Youll Do
At PEAKE success is defined by both performance and alignment to our core values:
Performance in this role is measured through key service desk metrics aligned to PEAKEs operational standards including:
At PEAKE youll be part of a team focused on building a modern scalable MSP support organization that prioritizes:
About the Role
PEAKE Technology Partners is seeking a motivated and service-driven Support Services Technician I to serve as the first point of contact for our clients primarily healthcare organizations across the United States.
In this role you will operate within a structured SLA-driven Managed Services environment delivering timely high-quality technical support while ensuring exceptional client experience. You will be responsible for resolving common IT issues maintaining accurate documentation and contributing to a predictable high-performing service desk operation.
This is an ideal role for someone who thrives in a fast-paced environment values accountability and is passionate about delivering reliable client-focused support.What Youll Do
- Provide front-line technical support via phone email portal and remote tools within defined SLA targets
- Troubleshoot and resolve issues related to desktops laptops printers mobile devices and core business applications related to Health Care systems
- Accurately log categorize and document all service requests in ConnectWise
- Perform common service desk tasks including account provisioning password resets and access management
- Diagnose issues efficiently and drive resolution or escalation based on priority and impact
- Adhere to defined SLA response and resolution targets based on ticket priority (P1P4)
- Maintain clear professional and empathetic communication with clients throughout the ticket lifecycle
- Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate
- Contribute knowledge base articles and support knowledge-centered service practices
- Follow up on tickets to ensure full resolution and a positive customer experience
- Support adherence to HIPAA security and compliance standards in all interactions
At PEAKE success is defined by both performance and alignment to our core values:
- Competence You take ownership of your work continuously improve your technical skills and deliver high-quality outcomes
- Persistence You remain solution-focused work through challenges and follow issues through to resolution
- Supportiveness You communicate with empathy build trust with clients and contribute to a collaborative team environment
- High school diploma required Associates or bachelors degree in IT or related field preferred
- 6 months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred)
- Working knowledge of Windows macOS and Microsoft 365 environments
- Basic understanding of networking concepts (DNS DHCP VPN)
- Strong troubleshooting skills and technical aptitude
- Excellent verbal and written communication skills
- Customer-service mindset with patience professionalism and accountability
- Familiarity with ITSM/ITIL concepts and ticketing systems (preferred)
- Ability to work within structured processes and meet performance expectations
- CompTIA A
- CompTIA Network
- CompTIA Security
- Microsoft Fundamentals (MS-900 AZ-900 etc.)
- ITIL Foundation
Performance in this role is measured through key service desk metrics aligned to PEAKEs operational standards including:
- SLA Response and Resolution Compliance (target 95%)
- First Contact Resolution (FCR) rate (target 7085%)
- Mean Time to Resolution (MTTR) by priority
- Ticket quality and documentation accuracy
- Ticket volume and productivity (tickets closed per day)
- Customer Satisfaction (CSAT 90%)
- Low ticket re-opened and escalation rates
At PEAKE youll be part of a team focused on building a modern scalable MSP support organization that prioritizes:
- Predictable service delivery
- Continuous improvement
- Strong team culture
- Exceptional client experience
Required Experience:
Manager
About Company
You should be confident that your staff has the support and tools they need to focus on quality patient care. PEAKE guarantees 99.99% uptime and exceptional customer support.
